Product Support Manager EMEA (m/w/x)
Business Developer / Sales Development Representative
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 has earned it the position as one of the largest suppliers of off-the-shelf optical components and a trusted partner for customized 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 Edmund Optics 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 our success and growth within the European Market, Edmund Optics GmbH 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 maximize the level of service offered to Edmund Optics customers regarding products and applications.
Responsibilities
- Manage and develop the Product Support Team with the objective of customer satisfaction, revenue growth, high productivity, and individual accountability.
- Efficiently schedule Sales & Applications Engineers to provide adequate phone, email, and chat coverage.
- Assist 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.
- Work towards continuous improvement of sales processes and customer journey with Edmund Optics, developing, promoting, and executing a long-term strategy for continuous improvement.
- Define and track key performance indicators (KPIs) and report them to the appropriate stakeholders.
- Participate in tradeshows and conferences.
- Interface with marketing to provide customer feedback and identify customer support needs to ensure EO's service leadership.
Qualifications
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- 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 organizational 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
- Group accident insurance
- Mobile working opportunity
- Extensive training and development offer
- Subsidized gym membership
- Jobbike
- Company events
- ...and a lot more!
This office-based position can be located in Mainz (Germany), York (UK), or Lyon (France), depending on the candidate's preference.
Nice-to-have skills
- Team Management
- Leadership
- Communication
- Product Owner / Product Manager
- Business Developer / Sales Development Representative
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