Technical Support Lead

7 days ago


Tadcaster, North Yorkshire, United Kingdom Edmund Optics Full time
Job Overview

Edmund Optics is seeking a highly experienced Product Support Manager to lead our Product Support Team in the EMEA region.

The successful applicant will have a strong background in technical sales and product support, with excellent leadership and communication skills.

The role will involve managing the Product Support Team to ensure high levels of customer satisfaction and drive revenue growth, working closely with the Sales & Applications Engineers, and developing and executing a long-term strategy for continuous improvement of the sales process and customer journey.

Key Responsibilities:

  • Manage and develop the Product Support Team to ensure high levels of customer satisfaction and drive revenue growth.
  • Work closely with the Sales & Applications Engineers to provide adequate phone, email, and chat coverage.
  • Develop and execute a long-term strategy for 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:

  • Minimum of three years of experience in technical sales and/or product support.
  • Knowledgeable about sales and support processes.
  • Fluent in English, additional language skills preferred.
  • Willingness to travel (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.

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

Estimated Salary: £45,000 - £60,000 per annum, depending on experience.



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