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Title:  Global Customer Support Manager - West Coast Remote

About Advanced Energy

Advanced Energy Industries, Inc. (NASDAQ: AEIS), enables design breakthroughs and drives growth for leading semiconductor and industrial customers. Our precision power and control technologies, along with our applications know-how, inspire close partnerships and innovation in thin-film and industrial manufacturing. We are proud of our rich heritage, award-winning technologies, and we value the talents and contributions of all Advanced Energy's employees worldwide.

 

Position Summary

The Global Customer Support Manager is a critical member of our Global Account Support Management Team.  Working with the Global Account Manager (GAM) and the entire sales team, they are responsible to coordinate the activities of their worldwide Customer Support Representative (CSR) team (including order management, forecasting, and shipment tracking) to assure that on a daily basis the highest level of Customer Service is provided to their assigned account(s) in that geographical area.  Provides the Global Manager with a regular update of the Account’s performance compared to plan. This position is an in office or remote opportunity based on the West Coast with some travel to Seattle.

 

Responsibilities:

  1. Meet daily the standard of Customer Support to be provided at each point of contact in the account.

    1. Assures product availability- Responsible for continuous inventory support to customers

      1. Weekly reviews each CSR’s projected Hub balances to assure product availability. May include Hub inventory rebalancing or shifting of allocations to maintain proper inventory levels at each demand location

      2. The management of customer costs that include assessment of airfreight or premium charges

      3. Works with Logistics to maintain on time deliveries

    2. Maintains an excellent a working relationship with appropriate factory contacts at all levels.

    3. Is the first point of escalation for assigned account when schedules are compromised.

    4. Initiates meetings with the Customer’s Global Commodity Team to discuss forecast vs. order coverage, hub pulls or increases/decreases in demand.

    5. Resolves all conflicting information received from CSRs in a timely manner.

    6. Understands the Terms and Conditions of the Advanced Energy/Global Account contract and provide the CSR with a written summary of the key customer provisions

    7. Develops a Customer Support back-up plan to ensure that while the CSRs are not available to the account that customer support is still available to that account location.
       

  2. Maintain the highest-level customer data integrity in the company’s databases and provide accurate and timely customer account information to the (GAM) as required

    1. Sales forecasting - Work with the regional CSRs and Demand Planning team to assure the accuracy of the account’s global sales forecast

      1. Uses customer relationships, historical knowledge of customer, as well as current business trends to understand customer demands and translate with the demand planning team into a realistic production requirement.

      2. Coordinate with demand planning to update any forecast changes as they occur to maintain forecast accuracy

      3. Verify and update WW confidence factors when necessary with input from the GAM.

    2. Proper Customer Pricing- Works with the Order Management (OM) and CSR teams to maintain proper pricing in the Oracle system

      1. Works with Marketing to ensure that pricing changes are prepared in a timely manner

      2. Coordinates with Oracle Pricing Mgr that new prices are entered in a timely manner

      3. Assist GAM to keep CRM data current

    3. Work with GAM to track new product pricing. Coordinate the transfer of existing inventory to new Hubs without causing unnecessary Inventory builds

    4. Work with OM and CSR teams to ensure prompt entry and accuracy of customer PO’s to meet customer delivery requirements

  3. Assist in the New Product Teams to meet the Customer’s scheduled release dates.

    1. Working with the NPI team tracks the NPI schedule and advises the GAM of any changes to schedule or cost target

    2. Tracks engineering samples through the development process and advises the GAM of changes to schedule

    3. Ensure development POs are received and billed in a timely manner

  4. Meet Advanced Energy’s business goals for their Global Account for Inventory turns, revenue, and cash collection.

    1. Meet WW Hub Inventory Goals- Set Inventory turns for each CSR-

      1. Monitor ACK Forecast accuracy for each CSR’s assigned hub to ensure flow of product to customers yet keeping hub levels at an acceptable level

    2. Working with the logistics team to ensure Oracle has the correct lead times for each hub throughout the year

    3. Manage end of Life (EOL) activities to minimize obsolete inventory

      1. Working with the factory develop material claims and communicate them in a timely manner and sufficient detail them to the GAM

    4. Assist Accounting and Collections Dept in resolving open invoice issues and conflicts 

  5. Develop a strong working relationship with the Customer’s Global Commodity Management Team to maximize our share of their business.

    1. Initiate customer meetings to discuss forecast vs. order coverage, hub pulls or increases/decreases in demand.

    2. Work closely with GAM on all aspects of sustaining business to ensure customer satisfaction and meet sales goals.

    3. Maintain open communications with account team to assure that there are no surprises

    4. Assists GAM in preparing for quarterly sales and customer meetings. This includes pulling data from fragmented sources when necessary. 

 

Qualifications

  • 10 years or more of related experience providing customer support to major electronic accounts.

  • Ability to conduct meetings in English

  • Strong organizational skills, a proactive personality and an ability to work independently

  • Demonstrated skill in Excel

  • Attend meetings at customer site

Preferred Qualifications

  • University Degree in International Business or related fields

  • Experience with Oracle (OM, Demantra and CRM) is strongly preferred

  • Ability to manage customer meetings

 

Advanced Energy is committed to diversity in its workforce including Equal Employment Opportunity for Minorities, Females, Protected Veterans and Individuals with Disabilities.


Nearest Major Market: Seattle