Supervisor, Customer Support

Advanced Energy•Fort Collins, CO

36d•$65,000 - $90,000•Onsite

About The Position

The Customer Support Representative Supervisor oversees factory service operations and ensures superior response times to customer inquiries. This role requires coordination across service processes and customer-facing activities, including Return Merchandise Authorizations (RMAs), service pricing, and intercompany logistics. The supervisor supports the Americas service team, participates in global service reviews, and maintains proactive communication with customers and internal teams.

Requirements

Knowledge of distribution channels and contracted sales representative relationships.
Ability to conduct and manage customer meetings.
Proficiency in SAP Service Operations.
Service pricing management using SAP contracts and SFDC pricing tools.
Strong organizational and communication skills.
Ability to communicate at all levels across the business.
Displays ability to communicate at all levels across the business.
Proficiency in Microsoft Office.
Fluent in English (written and spoken).
4+ years of related experience providing factory service support to Semiconductor, Industrial or Medical sectors.
Experience creating RMA's in SAP is required.
Experience managing service processes: spare parts, used equipment, conversions, refurbishments, field service.
Bachelor's degree required

Responsibilities

Supervise and support the Americas service team.
Participate in Global Service meetings (monthly / quarterly reviews).
Manage intercompany logistics for RMAs.
Deliver high-standard customer service and ensure accuracy in submitted purchase orders (POs).
Manage full RMA lifecycle: create RMA, quote service, obtain PO, create service/sales order, prepare delivery notes, set invoicing.
Maintain proactive communication with factory service teams and customers.
Resolve issues related to pricing, freight, and invoices.
Ensure trade compliance and apply tariffs where applicable.

Benefits

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, identify theft, and legal assistance