Manager, Customer Support

Advanced Energy; Fort Collins (CO); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

401(k) match

Tuition reimbursement

Paid vacation

Parental leave

Job summary

Advanced Energy in Fort Collins, CO, seeks a Manager, Customer Support to lead a multinational team, own service operations, and drive performance across the Americas region.

The role emphasizes coaching, process excellence, and collaboration with manufacturing and internal partners to deliver exceptional customer service and sustainable growth.

Qualifications

• Minimum 5 years of people leadership experience in customer support or service operations.
• Experience managing teams in a high-volume, customer-facing environment.
• Proven coaching and performance management skills.
• Experience creating RMAs in SAP preferred.

Responsibilities

• Lead and develop a team of customer support representatives.
• Define, monitor, and report KPIs to drive performance.
• Manage the RMA lifecycle, pricing, and intercompany logistics.
• Collaborate in global service reviews and cross-functional meetings.
• Ensure trade compliance and service process accuracy.
• Identify and implement process/workflow improvements.
• Support revenue growth and inventory optimization through service ops.
• Maintain relationships with manufacturing sites and internal stakeholders.

Skills

People leadership

Customer service

SAP Service Operations

MS Office

Education

Bachelor's degree

Tools

SAP Contracts

SFDC Pricing

Job description

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 Manager, Customer Support leads a team of customer support representatives responsible for delivering exceptional service to customers across the Americas region. This role combines people leadership with operational ownership, driving team performance, customer satisfaction, responsiveness, and process excellence. The Manager is responsible for coaching, developing, and holding team members accountable while overseeing end-to-end service processes including Return Material Authorizations (RMAs), service pricing, trade compliance, intercompany logistics, and customer order management. Success in this role requires strong leadership, the ability to manage competing priorities in a high-volume environment, and a commitment to continuous improvement.

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).

• Lead, coach, and develop a team of customer support representatives, fostering a culture of accountability, customer focus, and continuous improvement.

• Establish clear performance expectations and provide ongoing coaching, feedback, and development opportunities.

• Manage employee performance, attendance, workload distribution, scheduling, and staffing needs to ensure service level objectives are achieved.

• Monitor team productivity and customer service metrics, implementing corrective actions and recognition programs as appropriate.

• Recruit, onboard, train, and retain customer support talent to support business objectives.

• Partner with Human Resources on employee relations matters and performance management activities when needed.

• 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.

• Proven ability to lead and develop customer service or customer support teams in a fast-paced environment.

• Demonstrated experience managing employee performance, driving accountability, and coaching individuals with varying levels of experience and capability.

• Strong conflict resolution, problem-solving, and decision-making skills.

• Ability to balance customer needs with business requirements while leading a high-performing team.

• 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 Microsoft Office Suite (Outlook, Excel, PowerPoint).

• Fluent in English (written and spoken).

EXPERIENCE:

Essential:

• Minimum 5 years of people leadership experience managing customer support, customer service, service operations, or related teams.

• Experience managing teams in a high-volume, customer-facing environment.

• Proven experience coaching employees, managing performance, and driving operational results through others.

• 5+ years of related experience supporting factory service operations or managing customer support functions within the Semiconductor, Industrial, Medical, Manufacturing, or similar technical industries.

• Experience creating RMAs in SAP preferred.

• Experience managing and improving service processes including spare parts, used equipment, conversions, refurbishments, and field service preferred.

EDUCATION:

• Bachelor's degree required

COMPENSATION:

As required by multiple state pay transparency laws, Advanced Energy provides a reasonable range of compensation for each job posting. Actual compensation is influenced by an array of factors including, but not limited to, skill set, level of experience, and specific office location. The range of starting pay for this role is $85,000 - $120,000 per year.

BENEFITS:

As part of our total rewards philosophy, we believe in offering and maintaining competitive compensation and benefits programs for our employees to attract and retain a talented, highly engaged workforce. Our compensation programs are focused on equitable, fair pay practices including market-based base pay, an annual pay-for-performance incentive plan, and discounted Employee Stock Purchase Plan.

In addition to our competitive compensation practices, we offer a strong benefits package in each of the countries in which we operate. In the U.S., we offer a rich benefits package that includes:

• Medical - multiple medical plans are 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

Advanced Energy is committed to diversity in its workforce including Equal Employment Opportunity for Minorities, Females, Protected Veterans, and Individuals with Disabilities.

Advanced Energy is also committed to providing reasonable accommodations in our job application process/procedures for qualified individuals with disabilities. If you require assistance in completing an Advanced Energy application, please reach out to [e-mail].