What are the responsibilities and job description for the Manager, Product and Application Support position at Edmund Optics?
Overview
The Product and Application Support Manager directly manages all engineers within the Americas Product Support team. They are responsible for recruiting, training, and developing engineers to maximize the level of service offered to Edmund Optics’ customers. The Product and Application Support Manager works alongside Sales, Business Line and Engineering Leadership to develop and execute strategy and goals for the team. Regularly collaborates with all other functional departments to identify essential projects in which team members can contribute to.
Responsibilities
- Continually train, develop, and mentor Product Support and Application Engineers (PSEs)
- Develop, promote, and execute a long-term strategy for continuous improvement. Recommend and implement new processes, tools and software as needed
- Work closely with Sales Managers to ensure appropriate processes and support of customer inquiries and opportunities
- Effectively handle escalated customer inquiries and issues
- Review customer interactions and provide frequent feedback to PSEs
- Efficiently schedule PSEs to provide excellent phone, email, and chat coverage
- Provide feedback to the product development group and marketing to add new products and improve the customer experience
- Define and track key performance indicators (KPIs) and report them to the appropriate stakeholders
- Work closely with HR to plan and execute ongoing recruiting efforts. Maintain appropriate staffing levels by recruiting and onboarding new employees. Keep all onboarding training materials and agenda up to date.
- Maintain quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems
- Work with other departments to identify essential projects for PSE contribution. Allocate PSE resources to open projects, with intent to foster the PSE talent pipeline
- Ensure a safe, secure, and legal work environment
- Travel within the US periodically to visit with team members, attend customer events and support recruiting efforts.
- Collaborate and coordinate with Global Application Engineering teams.
Qualifications
To perform this position successfully, an individual must be able to perform each responsibility satisfactorily while demonstrating the required skills and abilities. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Required Skills & Abilities:
- Proficiency in key optical engineering/physics concepts
- Demonstrated or Experience of team supervision and leadership with a talent for training
- Adept problem solving and critical thinking skills
- Superior customer service skills
- Exceptional verbal and written communication skills
- Ability to review, edit, and draft technical documents such as spec sheets, application notes, etc.
- Excellent multi-tasking and organizational skills
- Strong work ethic
- Experience with optical and mechanical design software (e.g. SolidWorks, Zemax OpticStudio, etc.)
- Experience with Dynamics CRM, SAP, EOPAS, and BI Reports
- Knowledge of optical design and fabrication
- Knowledge of Edmund Optics’ products and their use in industry
This position requires compliance with International Traffic in Arms Regulations (ITAR). All candidates must be a US citizen or a US permanent resident.
Education/Experience:
Bachelor’s degree in engineering, physics, or management. 3-5 years technical sales experience (management experience advantageous)
Physical Requirements:
Ability to travel; work in office setting in either Cherry Hill, NJ or Tucson, AZ.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Think you meet some of the requirements but not all? Studies have shown that women and people of color are less likely to apply to jobs for which they do not meet every qualification. If you see a role that interests you, we encourage you to apply, regardless of whether or not your experience is completely aligned with the job description. Edmund Optics is committed to becoming the most diverse, equitable, and inclusive workplace within the Optics and Photonics Industry and beyond. You may be a great candidate for this role or others within Edmund Optics.
