Sr. Escalation Manager

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Job Description

Global Escalation Manager – Central Services
160074BR

When you join us at Thermo Fisher Scientific, you’ll be part of a smart, driven team that shares your passion for exploration and discovery. With revenues of more than $24 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.

How you will make an impact:

The Global Escalation Manager is a critical customer service role that will lead customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled

What you will do:

• Coordinate communications, meetings, and or conference calls between assigned customers and GTS/Field as required
• Ensure customer escalations are resolved within agreed upon timelines
• Drive and Facilitate weekly SLT escalation call’s to review hot customer issues including escalation status reporting, statistics, trending analysis, issue status activities and resources
• Establish and maintain Customer Escalation processes and drive governance
• Coordinate resources as required throughout Support organization to address the Action Plan for assigned escalations.

Skills Required:

• Ability to establish and maintain strong relationships with a variety of internal and external roles, from technical contributors to senior management
• Excellent written and verbal communication skills
• Strong negotiation and objection handling skills
• Ability to effectively handle crisis situations
• Ability to manage customer expectations clearly, concisely, and in summary format
• Understanding of cross-functional relationships and processes critical to driving issue resolution

How you will get here:

Education:

• Associates Degree required. Bachelor’s Degree preferred in technical field

Experience

• Minimum 5 years’ experience in Customer Relationship, Service Management or Technical Support Manager Role

Knowledge, Skills, Abilities:

• Proactive and customer oriented person with extensive problem solving abilities
• Shown ability to effectively handle escalations and high pressure situations
• Excellent communication ability (both written and verbal) and influencing skills including the ability to communicate complex technical concepts to a variety of audiences
• The ideal candidate will understand relevant technologies such as semiconductor manufacturing and semiconductor or related technology, or complex equipment manufacturing

At Thermo Fisher Scientific, each one of our 70,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.

Welcome

Thank you for your interest as you consider starting a new career journey with us. As the world leader in serving science, our colleagues develop critical solutions through innovation—and build rewarding careers. Discover their extraordinary stories and connection to our Mission to enable our customers to make the world healthier, cleaner and safer. Their work is a story of purpose. What story will you tell?

About Us

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of more than $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.

Accessibility/Disability Access

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

EEO

Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.