Product Support Manager EMEA (f/m/d)
Posted 8 days 14 hours ago by Edmund Optics India Private Limited
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 of being one of the largest suppliers of off-the-shelf optical components and a trusted partner for customized solutions. Supporting numerous markets worldwide, including advanced diagnostics, semiconductor & electronics, machine vision, automation, and R&D; Edmund Optics products are used in applications ranging from DNA sequencing to retinal eye scanning to high-speed factory automation.
Edmund Optics Europe, a US-owned group comprising subsidiaries in Germany, UK, Netherlands, and France, handles sales, marketing, distribution, engineering, and application support across Europe, the Middle East, and Africa. Europe is a key growth market for Edmund Optics, leading to a rapidly expanding local team.
To support our growth in the European market, Edmund Optics GmbH is seeking a
Product Support Manager EMEA (f/m/d)The Product Support Manager EMEA is responsible for managing the Product Support Team (Sales & Applications Engineers) to maximize customer service regarding products and applications. Key responsibilities include team management, operational efficiency, and improving regional customer satisfaction in technical and applications support activities.
Essential Functions:- Manage and develop the Product Support Team to enhance customer satisfaction, revenue, 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 in sales processes and customer experience, developing long-term strategies
- Define, track, and report on key performance indicators (KPIs)
- Participate in tradeshows and conferences
- Collaborate with marketing to gather customer feedback and identify support needs
The following are the required knowledge, skills, and abilities. Reasonable accommodations will be made for individuals with disabilities.
Your profile:- Degree in engineering, physics, mathematics, or hard sciences
- At least three (3) years of experience in technical sales and/or product support
- Proficiency in optical engineering and physics concepts; industry experience preferred
- Knowledge of company products, applications, and sourcing
- Understanding of sales and support processes
- Proven leadership skills in managing and building effective, diverse teams
- Fluent in English; additional languages are a plus
- Strong organizational skills
- Ability to set objectives, plan, and execute
- Excellent communication and presentation skills, verbal and written
- Willingness to travel occasionally for tradeshows and site visits
A challenging position with a competitive package in a dynamic, growing industry. You will work with motivated, self-driven, and open-minded colleagues in a team-oriented environment.
Benefits include:
- Company pension scheme
- Group accident insurance
- Mobile working options
- Extensive training and development
- Subsidized gym membership
- Jobbike
- Company events
- and more!
This office-based role can be located in Mainz (Germany), York (UK), or Lyon (France), based on the candidate's preference.
Applications should be sent to .