Escalations Manager
Thermo Fisher Scientific

Job Info

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Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

What will you do?

Escalation Management:

• Act as the main point of contact for global instrument critical issues within the Global Service Support (GSS) team.
• Liaise with internal departments, such as engineering, sales, and customer support, to ensure effective resolution of customer and partner concerns.
• Ensure quick and efficient resolution of issues to maintain high customer satisfaction.

Process Improvement:

• Implement and enforce standard operating procedures.
• Continuously improve tools and processes using Power BI and Power Apps to increase efficiency.
• Monitor the performance and effectiveness of procedures, adjusting as vital.

Reporting and Communication:

• Regularly report to senior management on the performance of the critical issues process and its outcomes, including metrics such as the reduction in the age of critical issues, resolution cycle times, ratio of conversion by level, and more.
• Coordinate meetings with relevant collaborators to discuss and align on resolution plans.

Customer Advocacy and Team Culture:

• Advocate for the customer from issue to resolution.
• Cultivate a positive and supportive team culture that encourages teamwork, accountability, and continuous improvement.

Qualifications:

Education

Bachelor's degree in Life Sciences, Engineering, Business, or related field.

Experience

• 5+ years in customer support, critical issues management, or customer success, preferably in the scientific equipment or related industry.
• Confirmed ability to effectively lead teams and develop long-term plans.
• Proficiency in using Power BI, Power Apps, and familiarity with other business systems like Power Automate, Workfront, and JIRA.
• Strong communication and interpersonal skills to build and maintain relationships with vital team members and collaborators.
• Experience in resolving sophisticated customer issues.
• Knowledge of standard operating procedures and critical issue processes.
• Exceptional attention to detail and accuracy.

Benefits

We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!

Compensation and Benefits
The salary range estimated for this position based in California is $93,000.00-$130,000.00.

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs
  
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement
  
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
  
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
  
• Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount
  

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards

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