OPTICS AND PHOTONICS - PRODUCT SUPPORT ENGINEER Company Description Edmund Optics (EO) is a leading manufacturer and distributor of optics, imaging, and photonics technology. EO's state of the art manufacturing capabilities combined with its global distribution network has earned it the position of the world's largest supplier of off-the-shelf optical components. Supporting the R&D, electronics, semiconductor, pharmaceutical, biomedical, and military markets around the globe; EO products are used in a variety of applications ranging from DNA sequencing to retinal eye scanning to high-speed factory automation. Edmund Optics India was set up in May 2019 and is responsible for sales, marketing, distribution, and application support for a wide product range throughout India. India is one of the main growth markets for Edmund Optics globally, leading to a rapidly expanding and developing local team. Role Description Product support engineers at Edmund Optics (EO) are responsible for providing pre-sales and post-sales technical support to customers utilizing optical components in a variety of application spaces (e.g. life sciences, biomedical, industrial inspection, semiconductor, R&D etc.) Assist customers via phone, chat, and email with product selection and integration for their application Field custom optics requests and vet based on Edmund Optics’ manufacturing capabilities Provide pre-sales support in the form of quotes, pricing, and availability Provide post-sales support in the form of troubleshooting and RMA creation Collaborate with other departments within Edmund Optics to improve technical expertise and expand knowledge Partake in projects designed to streamline internal processes and improve the customer experience Participate in local tradeshows to meet new customers. Actively participate in regular trainings given by third-party suppliers and Edmund Optics internal subject matter experts, stay up to date with emerging technology, new products, and applications. Comply with federal, state, and company policies, procedures, and regulations Qualifications To perform this position successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below represent the knowledge, skill and/or ability required. Required Skills & Abilities: Basic knowledge and technical aptitude in optics, photonics and related fields Proficiency in key engineering/physics/optics/photonics concepts Basic customer service skills and phone etiquette Professional demeanour, proficient in active listening and effective communication Capable of critical thinking, deductive reasoning, and problem-solving Ability to review, edit, and draft technical documents such as specification sheets, application notes, etc. Knowledge of Optical software such as Zemax and Tracepro preferred. Ability to work independently and as part of a team. Available to work in shifts over weekends. Capable of multi-tasking and tolerating a high level of stress Requires minimal supervision and direction Assist in a variety of side tasks (e.g. technical content creation, data clean-up, updating product documentation, etc.) to better support EO customers and colleagues. Strong work ethic Education/Experience: Minimum: Associates degree or Bachelor’s degree in Optics, Photonics, Physics, or related field. Preferred: Master’s degree in Optics, Photonics, Optoelectronics, Physics, or related field. one to two year experince in relevant field Benefits: Edmund Optics provides extensive training programs and internal development opportunities as well as a range of employee benefits including employee provident fund, personal medical insurance, and flex benefits. The overall employment package is highly competitive with the aim of attracting the best talent available. Disclosure Edmund Optics shall, in its discretion, modify or adjust the position to meet the company’s changing needs. This job description is not a contract and may be adjusted as deemed appropriate in the employer’s sole discretion. Show more Show less
Brief Summary : We are seeking a detail-oriented and highly organized Order Processing Specialist to support our global customer base. This role is responsible for reviewing, entering, and managing quotes and sales orders with a focus on accuracy and efficiency, in addition to supporting the preparation of customer documents and other correspondence, and general fulfillment of customer needs to ensure overall satisfaction. The ideal candidate thrives in a fast-paced environment and has experience with order entry systems and customer relationship management tools. They also can communicate clearly across regions. Essential Functions: Review and enter quotes and sales orders in accordance with internal policies and customer requirements. Ensure high volume of orders are processed accurately and timely. Communicate clearly and effectively with regional offices to confirm order details, resolve discrepancies, and provide order status updates. Identify and escalate issues or delays that may impact customer satisfaction. Collaborate with Sales, Operations, and Logistics teams to ensure seamless order fulfillment. Maintain data accuracy in SAP and Microsoft Dynamics CRM systems. Accurately records new contacts and updates existing contact information in SAP and Microsoft Dynamics CRM. Provides support to Account Managers and Account Representatives by assisting with return requests and order backlog review. Tracks and pulls data for the Account Managers and Account Representatives from SAP to ensure proactive communication with customers. Essential Qualifications: Timeliness and regular attendance are required Report to workstation and be ready to work at scheduled time Comply with federal, state, and company policies, procedures, and regulations Provides phone and chat coverage for the duration of the full shift Ability to provide special shift coverage with limited management oversight: Late/Flexible shift Weekend shift Skeleton crew Required Skills & Abilities: Intermediate to high level of PC Skills in MS Word/Excel/E-Mail Excellent written and verbal communication skills Highly organized Accurate typing skills Attention to detail Typing of 40 WPM Working knowledge of current policies and procedures for data entry Demonstrates skills with telephone etiquette Works productively with others in a team environment Encourages open communication by listening attentively and actively. Seeks to fully understand information from many points of view Greets callers, establishes rapport, projects professional tone, handles complaints, & record statistics on each call Education/Experience: Graduate with minimum of two (2) years related prior work experience. Physical Requirements: Ability to operate office equipment such as a copier; ability to see details at a close range; ability to sit at desk or PC for long periods of time; work in office setting. Edmund Optics shall, in its discretion, modify or adjust the position to meet the companys changing needs. This job description is not a contract and may be adjusted as deemed appropriate in the employer’s sole discretion.
Position: Manager of Customer Service and SAP Lead Trainer Department: Marketplace Sales Reports To: Marketplace Snr Sales Manager, Asia Brief Summary : Effective leadership, ensuring response accuracy, adequate phone coverage, appropriateness, quality and timeliness of response. Manage day-to-day functions of staff including: scheduling, workload and special projects. Coach, counsel and challenges Call Center Staff, Team Leader as well as International Catalog Sales Team Leader. Develop training programs. Essential Functions: Responsible for Department's overall daily marketplace sales operational activities Hire and train staff in email, phone and chat techniques and customer service policy SAP Lead Trainer ensure the EO team is trained on navigational & function process Set goals and objectives for the department Report to senior management on customer satisfaction Monitor and analyze inquiry and complaint trends Monitor on-the-job performance Responsible for weekly monitoring/evaluation/feedback Coordinate the customer service effort with the purchasing and shipping/fulfillment areas Coach/Counsel sales reps Evaluate department performance and goals Direct and coordinate overall department operations and administration Responsible for meeting or exceeding company goals Responsible for Asia Marketplace Sales Activity Process Letters of Credit Process Cash Against Document Orders Quotes/Proformas Comply with federal, state, and company policies, procedures, and regulations Qualifications: To perform this position successfully, an individual must be able to perform each essential function satisfactorily. 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. Required Skills & Abilities: Ability to motivate and lead other employees SAP/MS Word/Excel Skills Excellent written and verbal communication skills Highly organized Attention to detail Working knowledge of current policies and procedures for data entry Knowledge of PowerBI and other data analysis tools Knowledge of SAP HANA is a plus Experience working with SEA customers/Clients Experience working on various e-procurement platforms Knowledge of Eskar or similar CRM/CIM is a plus Education/Experience: Must have a Bachelor's degree or equivalent; at least 8 years of Customer Service experience with minimum 3 years of supervisory experience. Physical Requirements: Ability to operate office equipment such as a copier; ability to see details at a close range; ability to sit at desk or PC for long periods of time; work in office setting. Edmund Optics shall, in its discretion, modify or adjust the position to meet the company’s changing needs. This job description is not a contract and may be adjusted as deemed appropriate in the employer’s sole discretion.
As a Product Support Engineer at Edmund Optics (EO), you will play a crucial role in providing technical assistance to customers utilizing optical components across various application domains such as life sciences, biomedical, industrial inspection, semiconductor, and R&D. Your responsibilities will include assisting customers through phone, chat, and email to aid them in product selection and integration for their specific applications. Additionally, you will handle custom optics requests, assess them based on Edmund Optics" manufacturing capabilities, and offer pre-sales support through quoting, pricing, and availability information. Your role will also involve post-sales activities like troubleshooting and creating Return Merchandise Authorization (RMA). Collaboration with different departments within Edmund Optics will be essential to enhance technical knowledge and improve overall customer experience. Participation in projects aimed at streamlining internal processes and enhancing customer satisfaction will be part of your routine. Attending local tradeshows to engage with potential customers and staying updated on emerging technologies and products through regular trainings will be essential to excel in this position. To succeed in this role, you should possess basic knowledge and technical aptitude in optics, photonics, and related fields. Proficiency in engineering, physics, optics, and photonics concepts is required. Strong customer service skills, effective communication, critical thinking, and problem-solving abilities are vital for fulfilling the responsibilities of this position. Familiarity with Optical software such as Zemax and Tracepro is preferred. You should be able to work both independently and collaboratively, demonstrating multitasking capabilities and a high level of stress tolerance. Qualifications for this position include a minimum of an Associates degree or Bachelors degree in Optics, Photonics, Physics, or a related field. A Masters degree in Optics, Photonics, Optoelectronics, Physics, or a related field is preferred. One to two years of experience in a relevant field is advantageous. Edmund Optics offers extensive training programs, internal development opportunities, and a range of employee benefits, including employee provident fund, personal medical insurance, and flex benefits. The company aims to provide a highly competitive overall employment package to attract top talent. It is important to note that the position may be subject to modifications or adjustments based on the evolving needs of the company, as this job description is not a contractual agreement and may be revised at the discretion of the employer.,