Senior Manager, Customer Support (APAC)

ABOUT ADVANCED ENERGY

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:        

We are looking for an experienced Senior 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.

RESPONSIBILITIES:

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  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 Asia-Pacific 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: Singapore


• Environment: Standard office environment


• Travel: Global and domestic travel is required, up to 10%.

SKILLSETS:

• Excellent verbal and written communication skills; ability to communicate effectively and professionally with a variety of internal and external customers of all levels


• Demonstrated ability in exercising independent judgement to determine appropriate action.


• Effective organizational skills and attention to detail.


• Ability to conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities.


• Demonstrated ability to execute and bring projects to completion.


• Ability to manage multiple priorities and tasks in a dynamic environment.


• Energy and ability to motivate others.


• Strong computer skills (MS Office, SAP, Salesforce preferred).

EXPERIENCE:

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


• 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

EDUCATION:

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