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Product Support Team Lead
1 month ago
The Product Support Manager EMEA will be responsible for managing the Product Support Team (the Sales & Applications Engineers) with the aim to maximize the level of service offered to Edmund Optics customers regarding products and applications. Key responsibilities include structuring the team for operational effectiveness, day-to-day management, increasing regional customer satisfaction for technical and applications support activities, and manage and develop the Product Support Team with the objective of customer satisfaction, revenue growth, high productivity, and individual accountability.
In this role, you will efficiently schedule Sales & Applications Engineers to provide adequate phone, email, and chat coverage. You will also 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. Additionally, you will 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 the appropriate stakeholders. Furthermore, you will interface with marketing to provide customer feedback and identify customer support needs to ensure EOs service leadership.
Key qualifications include a minimum of three (3) years of experience in technical sales and/or product support, knowledge about sales and support processes, fluency in English, and additional language skills preferred. Travel willingness is required for occasional visits of tradeshows and other Edmund Optics sites.
This office-based position can be located in York (UK), Mainz (Germany), or Lyon (France), depending on the candidate's preference.
