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Manager, Customer SupportAdvanced Energy · Singapore, Singapore
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Advanced Energy

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Manager, Customer Support

🗓️ Posted 2026-09-07 Singapore, Singapore Full-time Hybrid ICT
💰 Salary Not shared 📊 Market S$6,000–S$10,000/mo

About the Company

Precision. Power. Performance. Trust. Advanced Energy Industries, Inc. 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. Advanced Energy's power solutions enable customer innovation in complex applications for a wide range of industries including semiconductor equipment, industrial production, medical and life sciences, data center computing, networking and telecommunications. Why be a part of Advanced Energy At AE, we're proud to be a global leader in precision power technology. Our products enable innovation in a wide range of industries including semiconductor equipment, industrial, medical, telecommunications, and data center computing. For more than 40 years, we've been bringing together the smartest, most passionate minds to deliver cutting-edge solutions for our customers. What you do here makes an impact. Our people are great at what they do, and even better at working together. Our culture thrives on collaboration and our core values are at the heart of everything we do. We are a playground for new ideas. Come shape the future with us by pushing the boundaries of what's possible. At AE, we are powering technology together. For more information about our products, contact [email protected]. Appliances, Electrical, and Electronics Manufacturing Specialties: Semiconductor, Plasma generator, RF generator, Match, High-voltage components, Power control modules, DC power supply, RF Power Supply, Pyrometers, low voltage, gas sensors, high voltage, power supply, medical power supply, data center, hyperscale, industrial lighting

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.
  • ● 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.
  • ● 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.
  • ● 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
  • ● Environment: Standard office environment
  • ● Travel: Global and domestic travel is required, up to 10%.
  • ● 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).

Requirements

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