Work Schedule
Standard (Mon-Fri)Environmental Conditions
OfficeJob 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.
Skills Required
- Associate degree
- Bachelor's degree in a technical field
- At least 5 years of experience in customer relationship, service management, or technical support management
- Strong internal and external relationship-building skills
- Excellent written and verbal communication skills
- Strong negotiation and objection-handling skills
- Ability to handle crisis situations and high-pressure escalations
- Ability to manage customer expectations and communicate complex technical concepts
- Understanding of cross-functional relationships and processes
- Problem-solving ability and customer-oriented approach
- Knowledge of semiconductor manufacturing, semiconductor technology, or complex equipment manufacturing
Thermo Fisher Scientific Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Thermo Fisher Scientific and has not been reviewed or approved by Thermo Fisher Scientific.
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Retirement Support — Retirement programs include a strong company 401(k) match and an employee stock purchase plan that add meaningful long‑term value. Feedback suggests these features stand out among core financial benefits even when base pay feels average.
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Healthcare Strength — Health coverage offers multiple national medical options alongside dental and vision, with company‑paid life and disability coverage. This breadth is considered a solid foundation even if some costs may not be the lowest among peers.
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Parental & Family Support — Paid parental and caregiver leave, backup care, adoption assistance, and specialized family resources are available. Feedback suggests these supports are a notable plus for colleagues managing family and caregiving needs.
Thermo Fisher Scientific Insights
What We Do
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $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.
Why Work With Us
You will join a company which every colleague has the opportunity to create possibilities, for oneself, for our customers and patients. There is no more exciting place to be than at the forefront of solving problems which help improve lives around the world. As a company, we are committed to supporting your career aspirations and your journey.
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