Director, Americas Customer Support

ABOUT ADVANCED ENERGY

Advanced Energy (Nasdaq: AEIS) is a global leader in the design and manufacturing of highly engineered, precision power conversion, measurement and control solutions for mission-critical applications and processes. AE’s power solutions enable customer innovation in complex applications for a wide range of industries including semiconductor equipment, industrial, manufacturing, telecommunications, data center computing and healthcare. Advanced Energy has devoted four decades to perfecting power for its global customers and is headquartered in Denver, Colorado.

 

POSITION SUMMARY:                           

We are looking for an experienced Director of Customer Support to lead customer support operations across the Americas, with a strong focus on delivering exceptional service to a diverse portfolio of multinational clients. This role bridges the gap between front-line sales, order management, engineering, and after-sales service. This role is pivotal in ensuring a seamless customer experience across direct and distributor channels, driving operational excellence, and aligning support strategies with commercial goals.

 

RESPONSIBILITIES:

Customer Service Leadership

• Lead and develop the global Sales Support and Customer Service teams to deliver best-in-class customer experiences.
• Own the quote-to-order and order-to-cash support processes, ensuring responsiveness, accuracy, and customer satisfaction
• Develop and implement service strategies that align with regional business goals and global standards.
• Monitor and improve key service metrics (e.g., response time, resolution rate, revenue attainment).
• Serve as the escalation point for complex customer issues, collaborating across departments to drive timely resolution.

Sales Support & Channel Enablement

• Partner with Sales, Product, Engineering, and Operations to provide pre-sales support, lead-time estimates, and solution configuration.
• Ensure smooth order management, pricing support, and product availability coordination.
• Implement and monitor customer feedback loops to improve service levels and loyalty.
• Support distributor onboarding, training, and ongoing enablement to ensure consistent customer experience.

Operational Excellence

• Establish and enforce standardized processes, tools, and SLAs across the Americas to ensure consistency and scalability in global account support.
• Support the rollout of CRM and ERP tools to streamline customer support workflows.
• Drive continuous improvement initiatives across support workflows, tools, and systems (Salesforce, SAP, ModelN)
• Analyze support data to identify trends, root causes, and opportunities for improvement.
• Ensure compliance with company policies, regulatory requirements, and service-level agreements.

Team Development

• Build, mentor, and retain a high-performing support team.
• Foster a culture of accountability & execution, collaboration, and customer-centricity.
• Conduct regular performance reviews and provide coaching and development opportunities

 

WORK ENVIRONMENT:

• Location: Denver, CO
• Environment: Standard office environment, onsite at Corporate HQ
• Travel: Global and domestic travel is required, up to 10%

 

QUALIFICATIONS:

• Inspirational leader with a track record of building high-performing, cross-functional, and geographically dispersed teams
• Proven track record of leading customer support transformations and/or digital enablement initiatives
• Deep understanding of multinational customer expectations and operational complexity
• ERP (e.g., SAP, Oracle) and CRM (e.g., Salesforce) expertise

 

EXPERIENCE:

• 10+ years of experience in customer support, inside sales, or commercial operations in a global technology/manufacturing setting<