Optics Industry Leader

2 weeks ago


Selby, North Yorkshire, United Kingdom Edmund Optics Full time
Job Description

We are seeking a highly skilled Product Support Manager EMEA to join our team at Edmund Optics. The successful candidate will be responsible for managing the Product Support Team, with the aim of maximizing customer satisfaction through technical and applications support activities.

Key Responsibilities:
  • Manage and develop the Product Support Team to achieve customer satisfaction, revenue growth, and high productivity.
  • Schedule Sales & Applications Engineers to ensure adequate phone, email, and chat coverage.
  • Assist the Product Support Team with complex technical inquiries, involving Solutions Engineers for technical issues and Regional Sales Managers for significant new opportunities.
  • Continuously improve sales processes and customer journeys with Edmund Optics, developing and executing a long-term strategy for improvement.
  • Define and track key performance indicators (KPIs) and report them to stakeholders.
  • Participate in tradeshows and conferences.
  • Interface with marketing to provide customer feedback and identify customer support needs.


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