Thermo Fisher Scientific · 4 hours ago
Customer Experience Specialist III - Customer Command Center
Grand Island, NY
Full-time
Onsite
Entry, Mid Level
$64K/yr - $97K/yr
2+ years expThermo Fisher Scientific is seeking a highly skilled Customer Experience Specialist to lead complex escalations within the US & Canada Customer Command Center. The role focuses on improving processes and enhancing the customer experience through collaboration and data-driven decision-making.
BioinformaticsBiotechnologyCloud Data ServicesConsultingHealth CareLife ScienceManagement Information SystemsOffice SuppliesPrecision Medicine
Responsibilities
Lead complex customer escalations, ensuring proper scoping, documentation, prioritization, and alignment of required resources
Coordinate regional, cross-functional CCC champions (SMEs) to drive timely and comprehensive case resolutions
Apply structured problem-solving and root-cause analysis to resolve escalations and prevent recurrence
Leverage data and insights to guide decision-making
Build strong, strategic partnerships across divisions (LSG, LPG, BCD) to facilitate effective case management and influence customer-centric decisions
Advocate for customers and present insights, trends, and recommendations to leadership
Participate in internal projects to ensure customer experience considerations are included throughout initiative lifecycles
Evaluate and articulate the organizational impact of implemented solutions
Identify internal improvement opportunities and deliver measurable productivity savings
Ensure detailed documentation within the CCC Escalation Management Tool, maintaining visibility and accountability for each case
Leverage AI to evolve CCC processes and strengthen the customer experience framework
Stay current on customer experience guidelines and industry trends
Qualification
Required
2+ years of experience in customer experience, process improvement, or project management within a matrixed organization
Demonstrated experience resolving complex issues and facilitating cross-functional collaboration
Strong understanding of customer experience processes and systems
Proven ability to influence cross-functional partners, drive operational improvements, and reinforce accountability to move actions forward
Exceptional analytical, critical-thinking, and problem-solving skills; comfortable interpreting data to generate insights
Excellent verbal and written communication skills, including ability to present to stakeholders and advocate for customer needs
Highly motivated, self-directed, and able to prioritize effectively in a dynamic environment
PPI Process Manager or Project management skills
Proficiency in data analysis
Preferred
Bachelor's degree preferred; equivalent experience considered
Benefits
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
Company
Thermo Fisher Scientific
Thermo Fisher Scientific is a biotechnology and laboratory equipment company that provides a wide range of scientific products and services.
10001+ employees
H1B Sponsorship
Thermo Fisher Scientific has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (272)
2024 (224)
2023 (233)
2022 (342)
2021 (315)
2020 (227)
Funding
Current Stage
Public CompanyTotal Funding
$15.97BKey Investors
National Grid
2025-11-24Post Ipo Debt· $2.42B
2025-09-30Post Ipo Debt· $2.5B
2023-08-07Post Ipo Debt· $2.95B
Leadership Team
Stephen Williamson
Senior Vice President and Chief Financial Officer
Daniella Cramp
Senior Vice President and President, Bioproduction Group
Recent News
Genetic Engineering News
2026-01-16
Investor's Business Daily
2026-01-16
Company data provided by crunchbase