International Sales Engineering and Technical Support Manager

Job Summary

The primary function of this position is to provide technical support and training to SloanLED customers, SloanLED sales channel partners, SloanLED sales team, SloanLED customer support team and SloanLED New Products Introduction (NPI) team.  This includes understanding the safety agency and electrical installation requirements in the market areas we serve to support installation issues, understanding our products and our competitors’ products to assist in training and competitive trials, managing layout services in EU/AFRICA/ASIA and input to NPI efforts on product development.  The secondary function of this position report to and manage the facility operations of the Zoetermeer, South Holland office so the team using that office can perform their duties efficiently.

Responsibility/Authority

• Design, assembly & installation support, and training on SloanLED products for our layout services, sales managers, customer service representatives, distributors, and sign company customers
• Assist customer service representatives with safety agency declarations and reports for shipping and customs clearance purposes.
• Customer support, including onsite training on SloanLED products
• Virtual and onsite post-installation problem resolution including troubleshooting, failure analysis, and corrective action
• NPI team support including EU/AFRICA/ASIA safety agency input and electrical installation compliance input.  Think of this position as a “consultant” to the NPI team from the beginning of a development or procurement project until launch to ensure the right features, performance, and compliance for our markets outside North America are achieved.  Including prototype/first article evaluation
• Participate in Cross Functional Team meeting weekly and New Product Introduction & Launch meeting monthly
• Assist NPI team with third party lab testing when done in EU
• Verify density guidelines on sign products using face material and depths common in the EU/AFRICA/ASIA market through direct testing or interface with the design team at the headquarters location.
• NPI Sales Support: Plan and execute the effort of getting the sales team samples, training, and a plan to actively drive the sales of new products in the first six months of launch.
• Technical Sales Resource: Actively support sales team with training and technical presentations to customers on our products, layout tools and layout services.
• Manage the roles and activities of the EU/AFRICA/ASIA technical support team as it develops.  Including layout services, RMA investigation, reporting and resolution with customer
• Manage the exhibition stand build, set up, attend exhibitions, and contribute to design
• Work with EU sales/business leadership to develop office budget for facilities activities and maintenance and manage to this budget monthly
• Manage all facility issues not covered by the landlord to maintain a clean, presentable, and efficient office and technical evaluation area
• Interface with facility landlord and their representatives for all facility issues covered by landlord
• Provide support to operations arm of SloanLED when local guidance or efforts are needed

Requirements:

Required Education, Skills and Qualifications

• University-level degree in engineering, electronics, or the equivalent in education or knowledge from work experience
• Hands-on technical support experience in electronic equipment
• Exceptional ability to communicate clearly with a wide variety of people including sign makers, distributors, designers, installers, engineers, and sales team members.
• Demonstrated competence in solving challenging technical problems in the field
• Ability to travel to customers across Europe, Africa, and Asia.
• A track record of successfully managing and developing a team, preferably in a similar business environment.
• Good English language skills, including writing
• Experience in making sales visits, customer service calls, and presentations
• History of positive collaboration on technical projects in a team environment
• Effective communication and decision-making abilities
• Strong computer software skills such as Windows, Word, and Excel.

3-5 Years

40 hours per week

The company is a pioneer in applied light technology solutions with a vision of enlightening the world. It is our mission to deliver innovative application-based light solutions to our customers in the signage, retail, sporting, hospitality, petroleum, and commercial markets. By anticipating our customer’s needs, we design, test, and deliver comprehensive solutions that factor in total cost of ownership requirements, maximize return on investment, and provide a positive experience. We collaborate with our industry-leading partners to leverage technology, focus on research, and continuously improve our organization, processes, and products. For over 60 years SloanLED has provided the best LEDs and support, superior technical assistance, and unparalleled customer service.