Technical Support Team Lead

18 hours ago


Leeds, Leeds, United Kingdom Edmund Optics Full time

Overview:

Edmund Optics is a leading manufacturer and supplier of optics, imaging, and photonics technology. With a strong global presence and extensive product range, the company offers cutting-edge solutions for various applications.

About the Role:

We are seeking an experienced Product Support Manager to lead our Product Support Team in Europe, Middle East, and Africa (EMEA). This key position plays a crucial role in providing exceptional customer service, driving revenue growth, and optimizing team productivity.

Responsibilities:

  1. Manage and develop the Product Support Team to achieve high customer satisfaction, revenue growth, and individual accountability.
  2. Efficiently schedule Sales & Applications Engineers for adequate phone, email, and chat coverage.
  3. Assist the team with complex technical inquiries, involving Solutions Engineers for technical issues and Regional Sales Managers for significant new opportunities.
  4. Define and track key performance indicators (KPIs) and report them to stakeholders.
  5. Collaborate with marketing to provide customer feedback and identify support needs, ensuring EO's service leadership.
  6. Minimum of three years' experience in technical sales and/or product support.
  7. Knowledgeable about sales and support processes.
  8. Fluent in English; additional language skills preferred.
  9. Willingness to travel for occasional visits to tradeshows and other Edmund Optics sites.

Benefits:

  • Company pension scheme.
  • Private medical & dental insurance.
  • Extensive training and development opportunities.
  • Subsidized gym membership.
  • Cycle to Work scheme.
  • Company events.

This office-based position can be located in York (UK), Mainz (Germany), or Lyon (France), depending on the candidate's preference.



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