Product Support Manager EMEA
4 days ago
Edmund Optics is a leading manufacturer and supplier of optics, imaging, and photonics technology.
About the RoleWe are seeking a highly competent and skilled Product Support Manager EMEA to join our team. As a key member of our sales and support organization, you will be responsible for managing the Product Support Team with the aim to maximize customer satisfaction and revenue growth.
The ideal candidate will have a minimum of three years experience in technical sales and/or product support and be knowledgeable about sales and support processes. Fluency in English is required, with additional language skills preferred.
You will work closely with our marketing team to provide customer feedback and identify customer support needs to ensure EO's service leadership. This office-based position can be located in York (UK), Mainz (Germany), or Lyon (France), depending on the candidate's preference.
Key Responsibilities:
- Manage and develop the Product Support Team to achieve customer satisfaction and revenue growth.
- Schedule Sales & Applications Engineers to provide adequate phone, email, and chat coverage.
- Assist the Product Support Team with complex technical inquiries as needed.
- Work towards continuous improvement of sales processes and customer journey with Edmund Optics.
- Define and track key performance indicators (KPIs) and report them to stakeholders.
- Interface with marketing to provide customer feedback and identify customer support needs.
This role offers a competitive salary range of £45,000 - £65,000 per annum, depending on experience, plus an attractive benefits package including company pension scheme, private medical & dental insurance, extensive training and development opportunities, subsidized gym membership, Cycle to Work scheme, and Company events.
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