Service Support Coordinator II

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 industries including semiconductor equipment, industrial, manufacturing, telecommunications, data center computing, and healthcare. Headquartered in Denver, Colorado, Advanced Energy has devoted four decades to perfecting power for its global customers.

About the role

Initial point of contact and representative of the company to internal and external customers. This position acts as the local office-based liaison on behalf of customers in support of Photonics service activities. The Service Coordinator ensures on-time delivery of return merchandise authorization (RMA) shipments to customers as scheduled by AE’s committed shipment date and improves Global Service Operations' ability to meet customer delivery requirements by understanding business unit capacity, identifying constraints, and actively reducing lead times by product. Handles multiple, time-sensitive tasks and reporting related to customer inquiries and problem-solving. Owns the accurate receipt and shipment of service items and technical coordination for Photonics products. Interacts daily with customers via phone, email, and web, and coordinates frequently with local and remote Technical Support staff, Customer Advocates, Engineers, and Service Managers. Uses SAP and internal factory floor tracking applications intensively to provide and update service notifications with reporting and process status updates, creating and maintaining accurate records to support internal and external customer expectations.

Responsibilities

• Respond to inquiries both internally and externally about Photonics servicing, warranties, and lead-times in a time-sensitive manner
• Assume technical ownership of service repair processes, acting as key service liaison between internal and external customers; respond to questions related to RMA repair efforts
• Manage Service WIP backlog to ensure lead-times and customer expectations are met, including advising Supervisor teams on prioritization and capacity discussions
• Provide estimated resolution dates to the Service Supervisors for delayed RMAs
• Coordinate with supporting departments and service teams to meet escalation objectives, customer requests, and internal department needs
• Provide input to management; schedule and/or interface with Sales, Service Supervisors, Service Operations Managers, and Technical Support groups
• Responsible for daily operations reporting and drives service planning meetings
• Resolve resource shortages, material shortages, backlogs, and other potential schedule interruptions; request and coordinate supporting department assistance to meet customer committed turnaround times
• Escalate non-workable backlog and drive all issues to closure to ensure delayed RMAs do not adversely impact scheduled output or on-time delivery (OTD)
• Develop and implement the company's production control functions including RMA planning/coordination, work-in-process tracking, and throughput performance reporting
• Resolve administrative errors that prevent the closure and shipment of RMAs in a timely manner
• Continuously improve service processes, inventory management (accuracy), warehouse tools/systems enhancement, and workforce efficiency
• Represent the service process during internal and external audits, including ISO recertifications
• Lead projects that contribute to lead time improvement or service process improvements
• Other duties as assigned

Work Environment

This position is an in-person role based in the Vancouver, WA office (no hybrid or remote). Works in a standard office environment within a manufacturing facility.

Requirements

• Effective team member capable of collaborating on complex tasks
• Able to manage and resolve conflicts, driving escalations and issues to closure
• Ability to juggle multiple tasks and competing priorities in a time-sensitive, customer-centric environment with excellent follow-through
• Capability to respond quickly, decisively, assertively, and professionally to changing requirements in customer demand
• Excellent judgment and initiative, including the ability to effectively balance multiple priorities while working independently
• Ability to present ideas clearly and persuasively, both orally and in writing
• Able to strengthen internal and external customer relationships with Service and other support staff to improve customer satisfaction and gain insight into issues
• Strong computer skills in MS Office programs including Word, Excel, PowerPoint, Access, and Outlook

Qualifications

• 3-5 years of experience in a customer service role or repair operations environment, involving time-sensitive phone-email-web interactions, complex product offerings and processes, and advanced business systems
• Proven track record of success and growth in positions of increasing responsibility
• Experience with business systems and planning software; SAP strongly preferred
• High school education or equivalent

Pay

The range of starting pay for this role is $22.00 per hour to $28.00 per hour.

Benefits

• Medical – multiple medical plans available to choose from
• Short- and long-term disability and life insurance
• Health savings and flexible spending accounts
• Generous time off policy starting with 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 include critical illness, accident and hospital indemnity, pet insurance, identity theft, and legal assistance