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, identify theft, and legal assistance