Optics Technical Support Specialist

2 weeks ago


Selby, North Yorkshire, United Kingdom Edmund Optics Full time

We are seeking a highly competent Product Support Manager EMEA to lead our Product Support Team in achieving exceptional customer satisfaction. This is an exciting opportunity to join a dynamic company that offers a range of benefits and career development opportunities.

About the Role

The successful candidate will be responsible for managing the Product Support Team, including team structuring, day-to-day management, and increasing regional customer satisfaction for technical and applications support activities.

Key Responsibilities:
  1. Lead the Product Support Team to achieve customer satisfaction, revenue growth, high productivity, and individual accountability.
  2. Develop a schedule for Sales & Applications Engineers to ensure adequate phone, email, and chat coverage.
  3. Assist the Product Support Team with complex technical inquiries as needed and involve Solutions Engineers and Regional Sales Managers as required.
  4. Develop a long-term strategy for continuous improvement of sales process and customers journey.
  5. Track key performance indicators (KPIs) and report them to stakeholders.

Requirements:

  1. A minimum of three years' experience in technical sales and/or product support.
  2. Knowledgeable about sales and support processes.
  3. Fluent in English; additional language skills preferred.
  4. Willingness to travel occasionally for tradeshows and other Edmund Optics sites.

Compensation and Benefits:

  • Salary: £55,000 per annum, negotiable based on experience.
  • 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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