Sr. Escalation Manager

About the role

• Work Schedule
• Standard (Mon-Fri)
• Environmental Conditions
• Office

About the role

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

Additional information

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.