Escalations Manager - Remote

Job Description

As a part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals!

As part of a successful, growing global organization you will be encouraged to perform at your best. With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and chances to create significant contributions to the world.

How will you make an impact?

The Escalations Manager for the Global Instrument and Enterprise Services Division will be responsible for driving, leading and ensuring resolution to customer escalations in a sophisticated, cross-functional and matrix environment across business units. This position will ensure that teams are aligned to the common goal of creating an outstanding customer experience, driving a core, common and consistent approach across the regions as you provide input to and implement the Customer Service Escalation Strategy. In this role you will provide leadership, day to day operational excellence and customer engagement to deliver standards of excellence to the business. You will build the culture that facilitates customer solutions whilst working with peers and key cross-functional partners define and deploy processes that deliver a heightened experience across our organization supporting our Customers. The position reports to the Sr Director of Supply Chian with a dotted line to the VP of Instrument Services.

What will you do?

• Develop a culture of willingness and honesty by providing open, timely and useful feedback to recognize and enable exceptional performance.

• We will achieve departmental efficiency and build connections with key partners to identify and implement structural changes to improve how we serve our customers with a focus on reducing time to resolution and transparency of information flow.

• Apply strong communication, interpersonal and change leadership skills as you drive an environment of dedication and continuous improvement.

• Drive Customer escalation resolution metrics in line with targets and monitor departmental effectiveness to continuously improve the customer experience delivery. Use the PPI (Practical Process Improvement) methodology to remove barriers to success

• Dedicated to meeting and exceeding the expectations and requirements of our customers by improving CAS score related to order customer service and order fulfillment

• Assume responsibility to drive, support and implement key customer escalation support projects. Develop summaries and/or recommendations on project/program.

• Evaluate and handle data/metrics/reports and drive remediation/performance improvement opportunities with frequent report outs delivered to the Divisional Leadership Team.

How will you get here?

• Must be Legally authorized to work in the United States without sponsorship.
• Must be able to pass a comprehensive background check to include drug screening.

Education

• HS Diploma or Equivalent Required

• Ideally degree qualified or 5+ years equivalent business qualification, preferred

Experience

• 5+ years of Customer Service Experience in a multi-channel customer service environment, preferred

Knowledge, Skills, Abilities

• Strong and self-motivated individual with open and clear communication

• Excellent interpersonal skills with the ability to network optimally within a multi-stakeholder business

• Practiced in resource management and planning with strong commercial savvy

• Experience of process development and improvement

• Strong results orientation with the passion and focus for customers

• Adaptable and prepared to question the status quo, combined with strong problem-solving ability

Competitive wages & Excellent benefits package

• Review our company’s Total Rewards

• Medical, Dental, & Vision benefits-effective Day 1

• Paid Time Off & Holidays

• 401K Company Match up to 6%(after 1 year)

• Tuition Reimbursement – eligible after 90 days

• Employee Referral Bonus

• Employee Discount Program

• Recognition Program

• Charitable Gift Matching

• Company Paid Parental Leave

• We will provide the vital equipment for your role including: computer, monitor, keyboard, mouse, etc.

• We also provide any Personal Protective Equipment you may need including: lab coats, safety glasses, safety shoes, etc.

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

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not a comprehensive list of all the duties and responsibilities associated with it.

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

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.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.