Sr. Escalation Manager

About Thermofisher

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.

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.

Responsibilities

• 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
• 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.

Requirements

• 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
• Education: Associates Degree required.
• 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

Preferred

• Bachelor’s Degree preferred in technical field