POSITION SUMMARY:The Customer Support Representative Manager leads the Americas service operations, ensuring exceptional customer support and responsiveness to customer inquiries. This role is responsible for overseeing 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 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, 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).
- 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
- 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:
- 5+ years of related experience providing factory service support or managing in the Semiconductor, Industrial or Medical sectors.
- Experience creating RMA's in SAP is preferred.
- Experience managing and improving service processes: spare parts, used equipment, conversions, refurbishments, field service is 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, identify theft, and legal assistance
