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ThermoFisher Scientific

Sr. Escalation Manager

Hillsboro, OR, United States

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Job details

Experience: Minimum 5 years’ experience in Customer Relationship, Service Management or Technical Support Manager Role
Posting language: English
Posted: Nov 4, 2026

Original job description

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

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.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

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More about this job

Skills

Geological time scale
Reporting
Statistics
Communication skills
Negotiation
Technical support
Problem solving

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