Technical Helpdesk Manager

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. 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. Efficiently schedule Sales & Applications Engineers (product to provide adequate phone, email, and chat coverage) 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 Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Fluent in English, additional language skills preferred Travel willingness (occasional visits of tradeshows and other Edmund Optics sites) 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 ...This office-based position can be located in York (UK), Mainz (Germany) or Lyon (France), depending on the candidate's preference.