Sr Technical Support Escalation Manager (Life Science)

Job Description

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 sophisticated analytical challenges, growing efficiency in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our distributed team of more than 150,000 colleagues delivers an outstanding 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.

The Sr Technical Support Escalation Manager (Life Science):

Key responsibilities include, but are not exclusively:

• Working in compliance with legislation and IMS (required for all)
• Coordinate communications, meetings, and or conference calls between assigned customers and GTS/Field as required.
• Ensure customer critical issues are resolved within agreed upon timelines.
• Drive and Facilitate weekly SLT Critical Situations calls to review hot customer issues including situation 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 customer critical issues.
• Provide feedback to product quality teams, analyze and initiate improvement projects on systems and subsystems as the need arises.
• Nurture and develop positive working relationships with Field Service Engineers (FSE’s), Applications, other Global Technical Support (GTS) groups, Development and Operations

Minimum Requirements:

• 8+ years proven experience in Customer Relationship, Service Management or Technical Support Manager Role
• High school diploma or higher education is advantageous
• Demonstrated ability as a self-starter who is also highly productive when not supervised.
• Works with demanding customers and understands the importance of customer relations and intimacy.
• International Travel may be required.
• Proficient in English (verbal and in writing)
• Other language skills are an asset.

Competencies:

• Customer Focus
• Communication
• Detailed Problem solving
• Planning / Prioritizing & Goal setting
• Decisiveness
• Tolerance of Ambiguity
• Teamwork
• Energizing others
• Flexibility
• Decision making and Problem Solving
• Gets Results
• Relationship building
• Influence & Persuasion

Location:

There is one remote position to be located anywhere in the upper 48 United States; up to 25% travel, typically in the US. (Position is posted in multiple locations.)

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!

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.

Apply today! http://jobs.thermofisher.com

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.

Accessibility/Disability Access

Job Seekers with a Disability: Thermo Fisher Scientific offers accessibility service for job seekers requiring accommodations in the job application process. For example, this may include individuals requiring assistance because of hearing, vision, mobility, or cognitive impairments. If you are a job seeker with a disability, or assisting a person with a disability, and require accessibility assistance or an accommodation to apply for one of our jobs, please submit a request by telephone at 1-855-471-2255*. Please include your contact information and specific details about your required accommodation to support you during the job application process.

*This telephone line is reserved solely for job seekers with disabilities requiring accessibility assistance or an accommodation in the job application process. Messages left for other purposes, such as not being able to get into the career website, following up on an application, or other non-disability related technical issues will not receive a response