Senior Escalation Manager

Thermo Fisher Scientific

. Lead customer escalations and coordinate resolution efforts with internal and external stakeholders .

Posted 11/3/2026full-timeOregon • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer relationship management and technical support capabilities, with a focus on effective communication, crisis management, and problem-solving in high-pressure situations. Proficient in coordinating escalations and driving governance processes within customer service environments.

Highest-signal resume keywords

Customer Relationship ManagementTechnical Support ManagementCrisis ManagementNegotiation SkillsProblem-Solving Abilities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Escalation ManagementService ManagementTechnical CommunicationTrend AnalysisStatus Reporting

Soft Skills

Written CommunicationVerbal CommunicationRelationship BuildingObjection HandlingCustomer Orientation

Certifications & Qualifications

Associates DegreeBachelor’s Degree Preferred

Industry Keywords

Semiconductor ManufacturingComplex Equipment ManufacturingCross-Functional RelationshipsGovernance Processes

About the role

Key responsibilities & impact

Lead customer escalations and coordinate resolution efforts with internal and external stakeholders
Coordinate communications, meetings, and conference calls between assigned customers and GTS/Field
Ensure customer escalations are resolved within agreed timelines
Facilitate weekly SLT escalation calls covering hot customer issues, status reporting, statistics, trend analysis, activities, and resources
Establish and maintain customer escalation processes and drive governance
Coordinate Support organization resources to address action plans for assigned escalations

Requirements

What you’ll need

Associates Degree required
Bachelor’s Degree preferred in technical field
Minimum 5 years’ experience in Customer Relationship, Service Management or Technical Support Manager Role
Ability to establish and maintain strong relationships with internal and external roles
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
Proactive and customer-oriented with extensive problem-solving abilities
Ability to handle escalations and high-pressure situations
Ability to communicate complex technical concepts to varied audiences
Understanding of semiconductor manufacturing, semiconductor or related technology, or complex equipment manufacturing