About this role
<p style="margin:0.0in;line-height:150%;background-color:white;font-size:12.0pt;font-family:'Times New Roman', serif"><strong><span style="font-size:11.0pt;line-height:150%;font-family:Arial, sans-serif;color:#262626">ABOUT ADVANCED ENERGY</span></strong></p> <p style="margin:0.0in;line-height:150%;background-color:white;font-size:11.0pt;font-family:'Gotham Light'"><span style="font-family:Arial, sans-serif;color:#262626;background-color:white">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.</span></p> <p style="margin:0.0in;line-height:150%;background-color:white;font-size:11.0pt;font-family:'Gotham Light'"> </p> <p style="margin:0.0in;line-height:150%;background-color:white;font-size:12.0pt;font-family:'Times New Roman', serif"><strong><span style="font-size:11.0pt;line-height:150%;font-family:Arial, sans-serif;color:#262626">WHY BE A PART OF ADVANCED ENERGY?</span></strong></p> <p style="margin:0.0in;line-height:150%;background-color:white;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;line-height:150%;font-family:Arial, sans-serif;color:#262626;background-color:white">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.</span></p> <p style="margin:0.0in;line-height:150%;background-color:white;font-size:11.0pt;font-family:'Gotham Light'"> </p> <p style="margin:0.0in;line-height:150%;background-color:white;font-size:11.0pt;font-family:'Gotham Light'"><strong><span style="font-family:Arial, sans-serif;color:#262626">POSITION SUMMARY:</span></strong><strong><span style="font-family:Arial, sans-serif;color:#262626"> </span></strong></p> <p style="margin:0.0cm;line-height:normal;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">We are looking for an experienced Manager of Customer Support to lead customer support operations across the Asia-Pacific, 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.</span></p> <p style="margin:0.0in;line-height:150%;background-color:white;font-size:11.0pt;font-family:'Gotham Light'"><strong><span style="font-family:Arial, sans-serif;color:#262626"> </span></strong></p> <p style="margin:0.0in;line-height:150%;background-color:white;font-size:11.0pt;font-family:'Gotham Light'"><strong><span style="font-family:Arial, sans-serif;color:#262626">RESPONSIBILITIES:</span></strong></p> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 20.0px;font-size:12.0pt;font-family:'Univers (WN)', sans-serif"> <p style="margin:0.0cm;line-height:normal;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-size:10.0pt;font-family:Arial, sans-serif">Customer Service Leadership </span></strong></p> <ul style="margin-top:0.0cm;margin-bottom:0.0cm" type="disc"> <li style="margin-bottom:0.0cm;margin-top:0.0cm;line-height:normal;margin-right:0.0cm;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Lead and develop the global Sales Support and Customer Service teams to deliver best-in-class customer experiences.</span></li> <li style="margin-bottom:0.0cm;margin-top:0.0cm;line-height:normal;margin-right:0.0cm;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Own the quote-to-order and order-to-cash support processes, ensuring responsiveness, accuracy, and customer satisfaction</span></li> <li style="margin-bottom:0.0cm;margin-top:0.0cm;line-height:normal;margin-right:0.0cm;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Develop and implement service strategies that align with regional business goals and global standards.</span></li> <li style="margin-bottom:0.0cm;margin-top:0.0cm;line-height:normal;margin-right:0.0cm;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Monitor and improve key service metrics (e.g., response time, resolution rate, revenue attainment).</span></li> <li style="margin-bottom:0.0cm;margin-top:0.0cm;line-height:normal;margin-right:0.0cm;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Serve as the escalation point for complex customer issues, collaborating across departments to drive timely resolution.<br></span></li> </ul> <p style="margin:0.0cm;line-height:normal;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-size:10.0pt;font-family:Arial, sans-serif">Sales Support & Channel Enablement</span></strong></p> <ul style="margin-top:0.0cm;margin-bottom:0.0cm" type="disc"> <li style="margin-bottom:0.0cm;margin-top:0.0cm;line-height:normal;margin-right:0.0cm;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Partner with Sales, Product, Engineering, and Operations to provide pre-sales support, lead-time estimates, and solution configuration.</span></li> <li style="margin-bottom:0.0cm;margin-top:0.0cm;line-height:normal;margin-right:0.0cm;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Ensure smooth order management, pricing support, and product availability coordination.</span></li> <li style="margin-bottom:0.0cm;margin-top:0.0cm;line-height:normal;margin-right:0.0cm;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Implement and monitor customer feedback loops to improve service levels and loyalty.</span></li> <li style="margin-bottom:0.0cm;margin-top:0.0cm;line-height:normal;margin-right:0.0cm;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Support distributor onboarding, training, and ongoing enablement to ensure consistent customer experience.<br><br></span></li> </ul> <p style="margin:0.0cm;line-height:normal;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-size:10.0pt;font-family:Arial, sans-serif">Operational Excellence</span></strong></p> <ul style="margin-top:0.0cm;margin-bottom:0.0cm" type="disc"> <li style="margin-bottom:0.0cm;margin-top:0.0cm;line-height:normal;margin-right:0.0cm;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Establish and enforce standardized processes, tools, and SLAs across the Asia-Pacific to ensure consistency and scalability in global account support.</span></li> <li style="margin-bottom:0.0cm;margin-top:0.0cm;line-height:normal;margin-right:0.0cm;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Support the rollout of CRM and ERP tools to streamline customer support workflows.</span></li> <li style="margin-bottom:0.0cm;margin-top:0.0cm;line-height:normal;margin-right:0.0cm;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Drive continuous improvement initiatives across support workflows, tools, and systems (Salesforce, SAP, ModelN)</span></li> <li style="margin-bottom:0.0cm;margin-top:0.0cm;line-height:normal;margin-right:0.0cm;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Analyze support data to identify trends, root causes, and opportunities for improvement.</span></li> <li style="margin-bottom:0.0cm;margin-top:0.0cm;line-height:normal;margin-right:0.0cm;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Ensure compliance with company policies, regulatory requirements, and service-level agreements.</span></li> </ul> <p style="margin:0.0cm;line-height:normal;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-size:10.0pt;font-family:Arial, sans-serif">Team Development</span></strong></p> <ul style="margin-top:0.0cm;margin-bottom:0.0cm" type="disc"> <li style="margin-bottom:0.0cm;margin-top:0.0cm;line-height:normal;margin-right:0.0cm;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Build, mentor, and retain a high-performing support team.</span></li> <li style="margin-bottom:0.0cm;margin-top:0.0cm;line-height:normal;margin-right:0.0cm;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Foster a culture of accountability & execution, collaboration, and customer-centricity.</span></li> <li style="margin-bottom:0.0cm;margin-top:0.0cm;line-height:normal;margin-right:0.0cm;font-size:12.0pt;font-family:Aptos, sans-serif">Conduct regular performance reviews and provide coaching and development opportunities</li> </ul> </li> </ul> <p style="margin:0.0in;line-height:150%;background-color:white;font-size:11.0pt;font-family:'Gotham Light'"><strong><span style="font-family:Arial, sans-serif;color:#262626"> </span></strong></p> <p style="margin:0.0in;line-height:150%;background-color:white;font-size:11.0pt;font-family:'Gotham Light'"><strong><span style="font-family:Arial, sans-serif;color:#262626">WORK ENVIRONMENT:</span></strong></p> <ul style="margin-top:0.0in;margin-bottom:0.0in"> <li style="margin:0.0in 0.0in 0.0in 24.0px;line-height:150%;background-color:white;font-size:11.0pt;font-family:'Gotham Light'"><span style="font-family:Arial, sans-serif;color:#262626">Location: Singapore</span></li> <li style="margin:0.0in 0.0in 0.0in 24.0px;line-height:150%;background-color:white;font-size:11.0pt;font-family:'Gotham Light'"><span style="font-family:Arial, sans-serif;color:#262626">Environment: Standard office environment</span></li> <li style="margin:0.0in 0.0in 0.0in 24.0px;line-height:150%;background-color:white;font-size:11.0pt;font-family:'Gotham Light'"><span style="font-family:Arial, sans-serif;color:#262626">Travel: Global and domestic travel is required, up to 10%.</span></li> </ul> <p style="margin:0.0in;line-height:150%;background-color:white;font-size:11.0pt;font-family:'Gotham Light'"><strong><span style="font-family:Arial, sans-serif;color:#262626"> </span></strong></p> <p style="margin:0.0in;line-height:150%;background-color:white;font-size:11.0pt;font-family:'Gotham Light'"><strong><span style="font-family:Arial, sans-serif;color:#262626">SKILLSETS</span></strong><strong><span style="font-family:Arial, sans-serif;color:#262626">:</span></strong></p> <ul> <li style="font-size:12.0pt;font-family:'Univers (WN)', sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:#333333">Excellent verbal and written communication skills; ability to communicate effectively and professionally with a variety of internal and external customers of all levels</span></li> <li style="font-size:12.0pt;font-family:'Univers (WN)', sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:#333333">Demonstrated ability in exercising independent judgement to determine appropriate action.</span></li> <li style="font-size:12.0pt;font-family:'Univers (WN)', sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:#333333">Effective organizational skills and attention to detail.</span></li> <li style="font-size:12.0pt;font-family:'Univers (WN)', sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:#333333">Ability to conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities.</span></li> <li style="font-size:12.0pt;font-family:'Univers (WN)', sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:#333333">Demonstrated ability to execute and bring projects to completion.</span></li> <li style="font-size:12.0pt;font-family:'Univers (WN)', sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:#333333">Ability to manage multiple priorities and tasks in a dynamic environment.</span></li> <li style="font-size:12.0pt;font-family:'Univers (WN)', sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:#333333">Energy and ability to motivate others.</span></li> <li style="font-size:12.0pt;font-family:'Univers (WN)', sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:#333333">Strong computer skills (MS Office, SAP, Salesforce preferred).</span></li> </ul> <p style="margin:0.0in;line-height:150%;background-color:white;font-size:11.0pt;font-family:'Gotham Light'"><strong><span style="font-family:Arial, sans-serif;color:#262626"> </span></strong></p> <p style="margin:0.0in;line-height:150%;background-color:white;font-size:11.0pt;font-family:'Gotham Light'"><strong><span style="font-family:Arial, sans-serif;color:#262626">EXPERIENCE:</span></strong></p> <ul style="margin-top:0.0in;margin-bottom:0.0in"> <li style="margin-bottom:0.0cm;margin-top:0.0cm;line-height:normal;margin-right:0.0cm;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">10+ years of experience in customer support, inside sales, or commercial operations in a global technology/manufacturing setting.</span></li> <li style="margin-bottom:0.0cm;margin-top:0.0cm;line-height:normal;margin-right:0.0cm;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Inspirational leader with a track record of building high-performing, cross-functional, and geographically dispersed teams</span></li> <li style="margin-bottom:0.0cm;margin-top:0.0cm;line-height:normal;margin-right:0.0cm;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Proven track record of leading customer support transformations and/or digital enablement initiatives.</span></li> <li style="margin-bottom:0.0cm;margin-top:0.0cm;line-height:normal;margin-right:0.0cm;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Deep understanding of multinational customer expectations and operational complexity.</span></li> <li style="margin-bottom:0.0cm;margin-top:0.0cm;line-height:normal;margin-right:0.0cm;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">ERP (e.g., SAP, Oracle) and CRM (e.g., Salesforce) expertise</span></li> </ul> <p style="margin:0.0in;line-height:150%;background-color:white;font-size:11.0pt;font-family:'Gotham Light'"><strong><span style="font-family:Arial, sans-serif;color:#262626"> </span></strong></p> <p style="margin:0.0in;line-height:150%;background-color:white;font-size:11.0pt;font-family:'Gotham Light'"><strong><span style="font-family:Arial, sans-serif;color:#262626">EDUCATION:</span></strong></p> <ul style="margin-top:0.0in;margin-bottom:0.0in"> <li style="margin:0.0in 0.0in 0.0in 24.0px;line-height:150%;background-color:white;font-size:11.0pt;font-family:'Gotham Light'"> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;text-align:justify;line-height:normal;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Bachelor’s degree in Business, Engineering or related field required.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;text-align:justify;line-height:normal;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:#202124;background-color:white">Advanced degree</span><span style="font-size:10.0pt;font-family:Arial, sans-serif"> such as MBA or equivalent preferred.</span></li> </ul> </li> </ul> <p style="margin:0.0in;line-height:150%;background-color:white;font-size:11.0pt;font-family:'Gotham Light'"> </p>