Product Support Manager EMEA Position

2 days ago


Selby, North Yorkshire, United Kingdom Edmund Optics Full time

Edmund Optics is a leading manufacturer and supplier of optics, imaging, and photonics technology. As one of the largest suppliers of off-the-shelf optical components, we offer customized solutions for various applications.

Job Description

This is an office-based position responsible for managing the Product Support Team with the aim to maximize customer satisfaction regarding products and applications. The successful candidate will be responsible for team structuring, day-to-day team management, increasing regional customer satisfaction for technical and applications support activities.

Key Responsibilities:
  1. Manage and develop the Product Support Team to achieve customer satisfaction, revenue growth, high productivity, and individual accountability.
  2. Schedule Sales & Applications Engineers to provide adequate phone, email, and chat coverage.
  3. 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.
  4. Develop a long-term strategy for continuous improvement of sales process and customers journey.
  5. Track key performance indicators (KPIs) and report them to stakeholders.
  6. Interface with marketing to provide customer feedback and identify customer support needs.

Requirements:

  1. A minimum of three years' experience in technical sales and/or product support.
  2. Knowledgeable about sales and support processes.
  3. Fluent in English; additional language skills preferred.
  4. Willingness to travel occasionally for tradeshows and other Edmund Optics sites.

Compensation and Benefits:

  • Competitive salary: £45,000 - £60,000 per annum, depending on location.
  • 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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