Product Support Manager EMEA (f/m/d)

Edmund Optics is a leading manufacturer and supplier of optics, imaging, and photonics technology. Their state-of-the-art manufacturing capabilities combined with a global distribution network have earned them the position as one of the largest suppliers of off-the-shelf optical components and a trusted partner for customised solutions. Supporting numerous markets around the globe, including advanced diagnostics, semiconductor & electronics, machine vision, automation, and R&D, Edmund Optics products are used in a variety of applications ranging from DNA sequencing to retinal eye scanning to high-speed factory automation.

Edmund Optics Europe, a US owned group consisting of subsidiaries in Germany, UK, Netherlands, and France, is responsible for sales, marketing, distribution, engineering, and application support for a wide product range throughout Europe, the Middle East, and Africa. Europe is one of the main growth markets for Edmund Optics globally, leading to a rapidly expanding and developing local team.

To accelerate success and growth within the European Market, Edmund Optics Ltd. is looking for a Product Support Manager EMEA (f/m/d). Highly competent and skilled, the Product Support Manager EMEA is responsible for managing the Product Support Team (the Sales & Applications Engineers) with the aim to maximise the level of service offered to customers regarding products and applications. Responsibilities include:

• Managing and developing the Product Support Team with the objective of customer satisfaction, revenue growth, high productivity, and individual accountability.
• Efficiently scheduling Sales & Applications Engineers to provide adequate phone, email, and chat coverage.
• Assisting the Product Support Team with complex technical inquiries as needed, involving Solutions Engineers for technical issues and Regional Sales Managers when significant new opportunities are identified.
• Working towards continuous improvement of sales processes and customer journeys with Edmund Optics, developing, promoting, and executing a long-term strategy for continuous improvement.
• Defining and tracking key performance indicators (KPIs) and reporting them to the appropriate stakeholders.
• Participating in tradeshows and conferences.
• Interfacing with marketing to provide customer feedback and identify customer support needs to ensure service leadership.

Qualifications:

• Degree in engineering, physics, mathematics, or hard science.
• Minimum of three (3) years experience in technical sales and/or product support.
• Proficiency in key optical engineering and physics concepts; optics industry experience preferred.
• Knowledge of company products, applications, capabilities, and sourcing possibilities.
• Knowledgeable about sales and support processes.
• Proven leadership ability to manage people, build highly effective, diverse teams, and create a positive working atmosphere.
• Fluent in English; additional language skills preferred.
• Strong organisation skills.
• Able to identify key objectives, set goals, and execute plans.
• Excellent communication and presentation skills, both written and verbal.
• Willingness to travel (occasional visits to tradeshows and other Edmund Optics sites).

What we offer:

A versatile and challenging position alongside a highly competitive employment package within our dynamic and successful corporation in a growing and future-proof industry. You will have the opportunity to work with highly motivated, self-driven, and open-minded people with a great team spirit. Edmund Optics provides a range of employee benefits alongside the salary package including:

• Company pension scheme.
• Private medical & dental insurance.
• Extensive training and development opportunities.
• Subsidised gym membership.
• Cycle to Work scheme.
• Company events and a lot more!

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