Product Support Manager EMEA Lead

5 days ago


Leeds, Leeds, United Kingdom Edmund Optics Full time
Job Title: Product Support Manager EMEA Lead

About Edmund Optics: Edmund Optics is a leading manufacturer and supplier of optics, imaging, and photonics technology. With state-of-the-art manufacturing capabilities and a global distribution network, the company has earned its position as one of the largest suppliers of off-the-shelf optical components and a trusted partner for customized solutions.

About the Role: We are seeking a highly competent and skilled Product Support Manager EMEA to manage our Product Support Team with the aim to maximize customer satisfaction regarding products and applications. The ideal candidate will have a minimum of three years of experience in technical sales and/or product support and be knowledgeable about sales and support processes. Fluency in English is required, with additional language skills preferred. A willingness to travel occasionally is also necessary.

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 and work towards continuous improvement of the sales process and customer journey.
  • Define and 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.

What We Offer: Edmund Optics provides a competitive salary package including a company pension scheme, private medical & dental insurance, extensive training and development opportunities, subsidized gym membership, Cycle to Work scheme, and company events. This office-based position can be located in York (UK), Mainz (Germany), or Lyon (France), depending on the candidate's preference. Estimated annual salary: £55,000-£65,000.

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