Customer Support Supervisor

Advanced Energy; Gemeindeverwaltungsverband Metzingen; Vor Ort; EUR 55.000 - 75.000; Vollzeit

Zusammenfassung

A technology solutions provider in Metzingen is seeking a Customer Support Representative Supervisor to oversee factory service operations. This role involves managing a German service team, coordinating logistics for Return Merchandise Authorizations, and maintaining proactive customer communication. Candidates should possess a Bachelor's degree and 4+ years of related experience in factory service support, ideally for Semiconductor or Medical sectors. Strong SAP and communication skills are essential for success in this role.

Qualifikationen

• Bachelor's degree required with minimum 4 years of factory service support experience.
• Experience with creating RMAs in SAP.
• Experience managing service processes like spare parts and field service.

Aufgaben

• Supervise the German service team and support factory operations.
• Participate in Global Service meetings for service reviews.
• Manage RMA logistics, ensuring customer satisfaction and compliance.

Kenntnisse

Knowledge of distribution channels

Customer meeting management

SAP Service Operations

Service pricing management

Organizational skills

Communication skills

Proficiency in Microsoft Office

Fluent in English

Ausbildung

Bachelor's degree

Tools

SAP

SFDC pricing tools

Jobbeschreibung

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

The Customer Support Representative Supervisor oversees factory service operations and ensures superior response times to customer inquiries. This role requires coordination across service processes and customer-facing activities, including Return Merchandise Authorizations (RMAs), service pricing, and intercompany logistics. The supervisor supports the EMEA service team, participates in global service reviews, and maintains proactive communication with customers and internal teams.

Responsibilities

• Supervise and support the German service team.
• Participate in Global Service meetings (monthly / quarterly reviews).
• Manage intercompany logistics for RMAs.
• Deliver high-standard customer service and ensure accuracy in submitted purchase orders (POs).
• Manage full RMA lifecycle: create RMA, quote service, obtain PO, create service/sales order, prepare delivery notes, set invoicing.
• Maintain proactive communication with factory service teams and customers.
• Resolve issues related to pricing, freight, and invoices.
• Ensure trade compliance and apply tariffs where applicable.

Work Environment

• Standard office environment
• Metzingen, Germany

Qualifications

• Knowledge of distribution channels and contracted sales representative relationships.
• Ability to conduct and manage customer meetings.
• Proficiency in SAP Service Operations.
• Service pricing management using SAP contracts and SFDC pricing tools.
• Strong organizational and communication skills.
• Ability to communicate at all levels across the business.
• Displays ability to communicate at all levels across the business.
• Proficiency in Microsoft Office.
• Fluent in English (written and spoken).

Experience

• Bachelor's degree required and additional 4+ years of related experience providing factory service support to Semiconductor, Industrial or Medical sectors.
• Experience creating RMA’s in SAP is required.
• Experience managing service processes: spare parts, used equipment, conversions, refurbishments, field service.
• Initiatl leadership experience valued

Advanced Energy is committed to diversity in its workforce including Equal Opportunity Employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, and/or veteran status.