Sr. Escalation Manager

Thermo Fisher Scientific • Hillsboro, OR

6d • Onsite

About The Position

The Global Escalation Manager is a critical customer service role responsible for leading customer escalations and coordinating resolution efforts with internal and external stakeholders. The role works cross-functionally to ensure issue ownership, action items, and communications are fulfilled. It coordinates with customers and Global Technical Support (GTS) and Field teams, drives resolution within agreed timelines, and maintains customer escalation processes and governance.

The position also facilitates weekly senior leadership team (SLT) escalation calls to review urgent customer issues, escalation status, statistics, trends, activities, and resources. The manager coordinates resources across the Support organization to address action plans for assigned escalations. The ideal candidate is proactive and customer-oriented, with strong problem-solving, communication, influencing, negotiation, and crisis-management skills, and an understanding of cross-functional processes and relevant technical environments.

Requirements

• Associate degree required.
• At least 5 years of experience in a Customer Relationship, Service Management, or Technical Support Manager role.
• Ability to establish and maintain strong relationships with internal and external stakeholders, from technical contributors to senior management.
• Excellent written and verbal communication skills.
• Strong negotiation and objection-handling skills.
• Ability to effectively handle crisis situations and high-pressure situations.
• Ability to manage customer expectations clearly, concisely, and in summary format.
• Understanding of cross-functional relationships and processes critical to driving issue resolution.
• Proactive, customer-oriented approach and extensive problem-solving abilities.
• Strong influencing skills, including the ability to communicate complex technical concepts to a variety of audiences.

Nice To Haves

• Bachelor’s degree, preferably in a technical field.
• Understanding of semiconductor manufacturing, semiconductor or related technology, or complex equipment manufacturing.

Responsibilities

• Coordinate communications, meetings, and conference calls between assigned customers and GTS/Field teams as required.
• Ensure customer escalations are resolved within agreed-upon timelines.
• Drive and facilitate weekly SLT escalation calls to review urgent customer issues, escalation status reporting, statistics, trend analysis, issue-status activities, and resources.
• Establish and maintain customer escalation processes and drive governance.
• Coordinate resources across the Support organization as needed to address action plans for assigned escalations.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree