Manager, 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.

 

WHY BE A PART OF ADVANCED ENERGY?

Some people say it’s like working in the best of two worlds. We operate like an agile, growing, small company – you can see your work make a difference to the company every day. Things move quickly and you can see and feel it. At the same time, we’re a global company founded in 1981 and have been publicly traded for more than 28 years. We have a strong cash position, deep trust and partnership with leading customers, a global best-in-class operations capability, and a proven leadership team. We have a track record and resources to make things happen both organically and inorganically. Being part of a nimble company with a solid foundation attracts team members that are capable, driven and like a challenge. Our employees collaborate and know how to have fun inventing, working, building and winning together. At our core, we are Advanced Energy – powering the future, together.

 

POSITION SUMMARY:        

The Customer Support Representative Manager leads the Americas service operations, ensuring exceptional customer support and responsiveness to customer inquiries. This role is responsible for overseeing end-to-end service processes, including Return Material Authorizations (RMAs), service pricing, trade compliance, intercompany logistics, and customer order management. The Manager drives operational excellence through KPI management, process improvements, team training, and cross-functional collaboration while supporting the company's objectives for revenue growth and cash collection.

 

RESPONSIBILITIES:

Oversee and support customer service operations across the Americas region, driving team performance, customer satisfaction, and continuous process improvement.

• Define, monitor, and report key performance indicators (KPIs) to drive operational excellence and continuous improvement.
• Support corporate objectives related to revenue growth, inventory optimization, and cash collection performance.
• Identify opportunities for process, system, and workflow enhancements, leading implementation efforts and ensuring successful execution.
• Participate in global service reviews and cross-functional meetings, providing operational insights and regional updates.
• Manage intercompany logistics and coordination for Return Material Authorizations (RMAs).
• Oversee the full RMA lifecycle, including RMA creation, service quotation, PO acquisition, order processing, delivery documentation, invoicing, and closure.
• Develop and maintain strong working relationships with manufacturing sites and key internal stakeholders at all organizational levels.
• Resolve customer and operational issues related to pricing, freight, invoicing, and order fulfillment.
• Ensure compliance with trade regulations and tariff requirements, applying applicable controls and processes.
• Drive customer satisfaction through timely issue resolution, effective communication, and proactive account support.

 

WORK ENVIRONMENT:

• Standard office environment
• Fort Collins, Colorado

 

QUALIFICATIONS:

• Knowledge of distribution channels and contracted sales representative relationships.
• Ability to conduct and manage customer meetings.
• Strong organizational skills, a proactive approach and an ability to work independently
• Adaptable to systems and process changes
• Proficiency in SAP Service Operations.
• Service pricing management using SAP contracts and SFDC pricing tools preferred.
• Strong organizational and communication skills.
• Displays ability to communicate at all levels across the business.
• Proficiency in Micr