Product Support Manager EMEA Position
2 days ago
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 DescriptionThis 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:- 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.
- Develop a long-term strategy for continuous improvement of sales process and customers journey.
- Track key performance indicators (KPIs) and report them to stakeholders.
- Interface with marketing to provide customer feedback and identify customer support needs.
Requirements:
- A minimum of three years' experience in technical sales and/or product support.
- Knowledgeable about sales and support processes.
- Fluent in English; additional language skills preferred.
- 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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