Optical Product Specialist
4 days ago
Edmund Optics is a leading manufacturer and supplier of optics, imaging, and photonics technology. With its state-of-the-art manufacturing capabilities combined with a global distribution network, Edmund Optics has earned a position as one of the largest suppliers of off-the-shelf optical components and a trusted partner for customized solutions.
The company's products are used in various applications ranging from DNA sequencing to retinal eye scanning to high-speed factory automation. To support this growth, Edmund Optics Europe is responsible for sales, marketing, distribution, engineering, and application support for a wide product range throughout Europe, the Middle East, and Africa.
We are seeking an experienced Product Support Manager EMEA to manage the Product Support Team (Sales & Applications Engineers) and maximize customer satisfaction regarding products and applications. Responsibilities include team structuring for operational effectiveness, day-to-day team management, and increasing regional customer satisfaction for technical and applications support activities.
Key Responsibilities:
- Manage and develop the Product Support Team with the objective of customer satisfaction, revenue growth, high productivity, and individual accountability.
- Efficiently 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 processes and customer journey with Edmund Optics.
- Define and track key performance indicators (KPIs) and report them to the appropriate stakeholders.
- Interface with marketing to provide customer feedback and identify customer support needs to ensure EOs service leadership.
This office-based position can be located in York (UK), Mainz (Germany), or Lyon (France). We offer a salary package including a competitive annual salary of £60,000 - £80,000 depending on experience, plus a range of employee benefits.
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