Technical Helpdesk Manager EMEA (f/m/d)

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 being one of the largest supplier of off-the-shelf optical components and a trusted partner when it comes to 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 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 maximize the level of service offered to Edmund Optics customers regarding products and applications. Responsibilities include team structuring for operational effectiveness, day to day team management, increasing regional customer satisfaction for technical and applications support activities. Essential Functions:

• 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 (product to provide adequate phone, email, and chat coverage)
• Assist the Product Support Team with complex technical inquiries as needed, involve Solutions Engineers for technical issues and Regional Sales Managers when significant new opportunities are identified
• Work towards continuous improvement of sales process and customers journey with Edmund Optics, develop, promote, and execute 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 EOs 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. Your profile:

• 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 positive working atmosphere
• Fluent in English, additional language skills preferred
• Strong organization skills
• Able to identify key objectives, set goals, and execute plans
• Excellent communication and presentation skills, both written and verbal
• Travel willingness (occasional visits of 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
• Subsidized 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.