Technical Support Team Lead
18 hours ago
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:
- Manage and develop the Product Support Team to achieve high customer satisfaction, revenue growth, and individual accountability.
- Efficiently schedule Sales & Applications Engineers for adequate phone, email, and chat coverage.
- Assist the team with complex technical inquiries, involving Solutions Engineers for technical issues and Regional Sales Managers for significant new opportunities.
- Define and track key performance indicators (KPIs) and report them to stakeholders.
- Collaborate with marketing to provide customer feedback and identify support needs, ensuring EO's service leadership.
- 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 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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