Manager, Customer Support

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

Benefits offered by this job

Medical plans

Dental/vision options

Company matched 401(k)

Paid vacation and holidays

Paid parental leave

Volunteer time off

Job summary

Advanced Energy, a global leader in power conversion and control solutions, seeks a Manager, Customer Support to lead the Americas customer service team. You will coach peers, manage RMAs, pricing, and intercompany logistics, driving KPI performance and process improvements.

In this role you will collaborate with manufacturing and sales, ensuring timely issue resolution, compliance with trade regulations, and sustained revenue growth.

Qualifications

• Bachelor's degree required.
• 5+ years of related experience in factory service ops or customer support.
• Experience leading teams and driving performance via data analysis and KPI management.
• Experience creating RMAs in SAP preferred.
• Experience with service processes including spare parts, refurbishments, and field service preferred.
• Fluent in English (written and spoken).

Responsibilities

• Oversee customer service operations across the Americas to drive performance and satisfaction.
• Define, monitor, and report KPIs using data-driven insights.
• Lead and develop a team of customer support representatives.
• Manage attendance, workload, scheduling, and performance coaching.
• Support revenue growth, inventory optimization, and cash collection goals.
• Drive process and system improvements across pricing, RMAs, and logistics.

Skills

Leadership

KPI management

Data analysis

Customer focus

Communication

Cross-functional collaboration

Problem solving

Team development

SAP Service Operations

Trade compliance

Education

Bachelor's degree

Tools

SAP Service Operations

SFDC pricing tools

Microsoft Office

Job description

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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 and responsiveness to customers across the Americas region. This role 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 drive operational excellence through KPI management, data-driven decision making, process improvements, team development, 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, analyze, and report key performance indicators (KPIs), using data-driven insights to improve team performance, operational efficiency, and customer satisfaction.
• Evaluate existing performance metrics and develop meaningful KPIs that drive accountability, measure operational effectiveness, and support business objectives.
• 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 manage employee performance, attendance, workload distribution, scheduling, and staffing needs while providing ongoing coaching, feedback, and development opportunities to achieve service level objectives.
• 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.
• 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

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 ability to drive accountability, develop employees, and lead teams or processes in a fast-paced environment .
• 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:

• 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 leading teams and/or driving operational performance through data analysis, process improvement, and KPI management.
• 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)
• 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, ProtectedVeterans,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].

CO ONLY:

Applications will be accepted through 10/31/2026, the company reserves the right to review applications at any point after they are submitted.