Optical Engineering Support Lead

2 days ago


Knaresborough, North Yorkshire, United Kingdom Edmund Optics Full time
About Us
Edmund Optics is a US-owned group consisting of subsidiaries in Germany, UK, Netherlands, and France. As a leading manufacturer and supplier of optics, imaging, and photonics technology, we have established ourselves as one of the largest suppliers of off-the-shelf optical components and a trusted partner for customized solutions. Our state-of-the-art manufacturing capabilities combined with our global distribution network enable us to support numerous markets around the globe, including advanced diagnostics, semiconductor & electronics, machine vision, automation, and R&D.

We offer a wide product range throughout Europe, the Middle East, and Africa, and are looking for a Product Support Manager EMEA to accelerate our success and growth within the European Market. The ideal candidate will have a strong technical background, excellent leadership skills, and experience in technical sales and product support. You will be responsible for structuring the team for operational effectiveness, day-to-day management, and increasing regional customer satisfaction.

Key Responsibilities:
• Manage and develop the Product Support Team to achieve customer satisfaction, revenue growth, high productivity, and individual accountability
• Schedule Sales & Applications Engineers to provide adequate phone, email, and chat coverage
• Assist the Product Support Team with complex technical inquiries as needed, involve Solutions Engineers for technical issues, and Regional Sales Managers when significant new opportunities are identified
• Work towards continuous improvement of sales process and customers' journey with Edmund Optics, develop, promote, and execute a long-term strategy for continuous improvement
• Define and track key performance indicators (KPIs) and report them to appropriate stakeholders
• Participate in tradeshows and conferences
• Interface with marketing to provide customer feedback and identify customer support needs to ensure EOs service leadership

Requirements:
• Degree in engineering, physics, mathematics, or hard science
• Minimum of three years of experience in technical sales and/or product support
• Proficiency in key optical engineering and physics concepts/optics industry experience preferred
• Knowledge of company products, applications, capabilities, and sourcing possibilities
• Knowledgeable about sales and support processes
• Proven leadership ability to manage people, build highly effective, diverse teams, and create a positive working atmosphere
• Fluent in English, additional language skills preferred
• Strong organization skills
• Able to identify key objectives, set goals, and execute plans
• Excellent communication and presentation skills, both written and verbal
• Travel willingness (occasional visits of tradeshows and other Edmund Optics sites)

What We Offer:
A highly competitive employment package within our dynamic and successful corporation in a growing and future-proof industry. You will have the opportunity to work with highly motivated, self-driven, and open-minded people with a great team spirit. Edmund Optics provides a range of employee benefits including company pension scheme, private medical and dental insurance, extensive training and development opportunities, subsidized gym membership, cycle to work scheme, company events, and much more.

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