Director, Americas Customer Support

Director, Americas Customer Support

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:

We are looking for an experienced Director of Customer Support to lead customer support operations across the Americas, with a strong focus on delivering exceptional service to a diverse portfolio of multinational clients. This role bridges the gap between front-line sales, order management, engineering, and after-sales service. This role is pivotal in ensuring a seamless customer experience across direct and distributor channels, driving operational excellence, and aligning support strategies with commercial goals.

Responsibilities:

Customer Service Leadership:

• Lead and develop the global Sales Support and Customer Service teams to deliver best-in-class customer experiences.
• Own the quote-to-order and order-to-cash support processes, ensuring responsiveness, accuracy, and customer satisfaction.
• Develop and implement service strategies that align with regional business goals and global standards.
• Monitor and improve key service metrics (e.g., response time, resolution rate, revenue attainment).
• Serve as the escalation point for complex customer issues, collaborating across departments to drive timely resolution.

Sales Support & Channel Enablement:

• Partner with Sales, Product, Engineering, and Operations to provide pre-sales support, lead-time estimates, and solution configuration.
• Ensure smooth order management, pricing support, and product availability coordination.
• Implement and monitor customer feedback loops to improve service levels and loyalty.
• Support distributor onboarding, training, and ongoing enablement to ensure consistent customer experience.

Operational Excellence:

• Establish and enforce standardized processes, tools, and SLAs across the Americas to ensure consistency and scalability in global account support.
• Support the rollout of CRM and ERP tools to streamline customer support workflows.
• Drive continuous improvement initiatives across support workflows, tools, and systems (Salesforce, SAP, ModelN).
• Analyze support data to identify trends, root causes, and opportunities for improvement.
• Ensure compliance with company policies, regulatory requirements, and service-level agreements.

Team Development:

• Build, mentor, and retain a high-performing support team.
• Foster a culture of accountability & execution, collaboration, and customer-centricity.
• Conduct regular performance reviews and provide coaching and development opportunities.

Work Environment:

• Location: Denver, CO
• Environment: Standard office environment, onsite at Corporate HQ
• Travel: Global and domestic travel is required, up to 10%

Qualifications:

• Inspirational leader with a track record of building high-performing, cross-functional, and geographically dispersed teams.
• Proven track record of leading customer support transformations and/or digital enablement initiatives.
• Deep understanding of multinational customer expectations and operational complexity.
• ERP (e.g., SAP, Oracle) and CRM (e.g., Salesforce) expertise.

Experience:

• 10+ years of experience in customer support, inside sales, or commercial operations in a global technology/manufacturing setting.

Education:

• Bachelor's degree in Business, Engineering, or related field required.
• Advanced degree such as MBA or equivalent preferred.

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 $170,000 to $210,000 per year. In addition to base salary, this position is also eligible to participate in the Company's Short-Term and Long-Term Incentive plans.

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 for eligible positions, and a 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 Moms and Dads
• 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 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. 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 HumanResources@aei.com.

Applications will be accepted through 9/1/25 unless the position is filled prior to this date. The company reserves the right to review applications at any point after they are submitted.