Head of Product & Applications Support EMEA (f/m/d)
Product Support Manager EMEA (f/m/d) York, UK
Edmund Optics is a leading manufacturer and supplier of optics, imaging, and photonics technology. Edmund Optics' state-of-the-art manufacturing capabilities, combined with its global distribution network, have established it as one of the largest suppliers of off-the-shelf optical components and a trusted partner for customized solutions. Supporting markets worldwide, including diagnostics, semiconductor & electronics, machine vision, automation, and R&D, our products are used in applications like DNA sequencing, retinal eye scanning, and high-speed factory automation.
Edmund Optics Europe, a US-owned group with subsidiaries in Germany, UK, Netherlands, and France, manages sales, marketing, distribution, engineering, and application support across Europe, the Middle East, and Africa. Europe is a key growth market, leading to a rapidly expanding local team.
To support our growth in Europe, Edmund Optics Ltd. seeks a Product Support Manager EMEA (f/m/d). This role involves managing the Product Support Team (Sales & Applications Engineers) to maximize service quality for our customers. Responsibilities include team structuring, daily management, and enhancing regional customer satisfaction in technical and applications support.
Essential Functions:
* Manage and develop the Product Support Team to ensure customer satisfaction, revenue growth, productivity, and accountability
* Schedule Sales & Applications Engineers to ensure adequate coverage via phone, email, and chat
* Assist the team with complex technical inquiries, involving Solutions Engineers and Regional Sales Managers as needed
* Drive continuous improvement of sales processes and customer experience, developing and executing strategic initiatives
* Define, monitor, and report on key performance indicators (KPIs)
* Participate in tradeshows and conferences
* Collaborate with marketing to gather customer feedback and identify support needs
Qualifications:
The following are required or preferred:
* Degree in engineering, physics, mathematics, or a hard science
* At least 3 years' experience in technical sales or product support
* Knowledge of optical engineering and physics concepts; industry experience preferred
* Understanding of company products, applications, and sourcing
* Experience with sales and support processes
* Proven leadership skills in managing diverse teams and fostering a positive work environment
* Fluent in English; additional languages are a plus
* Strong organizational skills and goal-setting ability
* Excellent communication and presentation skills
* Willingness to travel occasionally for tradeshows and site visits
What We Offer:
A challenging role within a dynamic, successful company in a growing industry. You will work with motivated, self-driven colleagues in a team-oriented environment. Our benefits include:
* Company pension scheme
* Private medical & dental insurance
* Training and development opportunities
* Subsidized gym membership
* Cycle to Work scheme
* Company events
* And more!
This office-based position can be located in York (UK), Mainz (Germany), or Lyon (France), depending on your preference.
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