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. With four decades of experience, Advanced Energy is headquartered in Denver, Colorado.

Advanced Energy operates like an agile, growing small company where employees see their work make a daily impact, while also benefiting from the stability and resources of a global, publicly traded company founded in 1981. The company has a strong cash position, deep customer partnerships, best-in-class operations, and a proven leadership team. Employees collaborate in a dynamic environment that values capability, drive, and innovation.

About the Role

The Customer Support Representative Manager leads the Americas service operations, ensuring exceptional customer support and responsiveness to customer inquiries. This role oversees 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 revenue growth and cash collection objectives.

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; lead implementation efforts and ensure 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 in Fort Collins, Colorado.

Requirements

• Bachelor's degree required.
• 5+ years of related experience providing factory service support or managing in the Semiconductor, Industrial, or Medical sectors.
• Experience creating RMAs in SAP is preferred.
• Experience managing and improving service processes: spare parts, used equipment, conversions, refurbishments, field service is preferred.
• 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; ability to communicate at all levels across the business.
• Proficiency in Microsoft Office Suite (Outlook, Excel, PowerPoint).
• Fluent in English (written and spoken).

Pay

The range of starting pay for this role is $85,000 - $120,000 per year.

Benefits

• Multiple medical plans to choose from.
• Short and long-term disability and life insurance.
• Health savings and flexible spending accounts.
• Generous time off policy: 3 weeks of paid vacation, 7 days of paid sick time, and 12 paid holidays.
• 8 hours of paid volunteer time off.
• 8 weeks of paid parental leave for both parents.
• Company-matched 401(k).
• Tuition reimbursement.
• Expanded mental health coverage and employee assistance programs.
• Other voluntary benefits: critical illness, accident and hospital indemnity, pet insurance, identity theft, and legal assistance.
• Discounted Employee Stock Purchase Plan.