Optical Support Specialist

5 days ago


Ripon, North Yorkshire, United Kingdom Edmund Optics Full time

Edmund Optics is a leading manufacturer of optics, imaging, and photonics technology. As one of the largest suppliers of off-the-shelf optical components, we are seeking a highly skilled Product Support Manager to join our team.

About Edmund Optics

We offer a range of products for various applications, including DNA sequencing, retinal eye scanning, and high-speed factory automation. Our state-of-the-art manufacturing capabilities and global distribution network make us a trusted partner for customized solutions.

About the Role

The successful candidate will be responsible for managing the Product Support Team, with the aim of maximizing customer satisfaction. This includes structuring the team for operational effectiveness, day-to-day management, and increasing regional customer satisfaction.

Key Responsibilities:
  1. Manage and develop the Product Support Team to achieve customer satisfaction and revenue growth.
  2. Schedule Sales & Applications Engineers to provide adequate phone, email, and chat coverage.
  3. Assist the Product Support Team with complex technical inquiries and involve Solutions Engineers as needed.
  4. Work towards continuous improvement of sales processes and customer journey.
  5. Define and track key performance indicators (KPIs) and report them to stakeholders.
  6. Interface with marketing to provide customer feedback and identify support needs.
Requirements:
  • Minimum of three years' experience in technical sales and/or product support.
  • Knowledgeable about sales and support processes.
  • Fluent in English, additional language skills preferred.
  • Willingness to travel occasionally.
What We Offer:
  • Salary: £60,000 - £80,000 per annum.
  • Company pension scheme.
  • Private medical & dental insurance.
  • Extensive training and development opportunities.
  • Subsidized gym membership.
  • Cycle to Work scheme.
  • Company events.


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