Escalation Manager Supply Chain

At Frencken, we build and deliver advanced modules, systems, and integrated manufacturing solutions for some of the world's leading technology companies. Operating across Europe, Asia, and the United States, we support high-tech industries including semiconductors, medical technology, analytical instruments, and industrial automation. With more than 3,600 employees worldwide and a strong focus on innovation, quality, and operational excellence, we partner with our customers to bring tomorrow's technologies to life.

As Escalation Manager Supply Chain, you are responsible for leading the resolution of critical supply chain and material availability issues that threaten production continuity and customer commitments. You act as the central coordinator during escalations, driving cross-functional alignment and supplier engagement to ensure rapid containment, sustainable recovery, and transparent stakeholder communication. Beyond managing operational crises, you play a key role in strengthening supply chain resilience.

You identify structural weaknesses, lead root cause investigations, and drive corrective and preventive actions with both internal teams and suppliers. This is a highly visible role requiring strong leadership, stakeholder management, analytical thinking, and the ability to perform effectively in a fast-paced high-tech manufacturing environment.

• Escalation Management Lead and coordinate critical supply chain and material escalations with potential impact on production and customer deliveries.
• Assess, prioritize, and manage escalations based on business risk and customer impact.
• Lead cross-functional escalation teams and align stakeholders around recovery plans.
• Ensure clear ownership, rapid decision-making, and execution of mitigation actions.
• Monitor progress, remove obstacles, and drive escalations to closure.
• Provide clear and timely communication to management, customers, and other stakeholders.
• Manage Tier 2 and Tier 3 escalations and ensure business continuity during supply disruptions.

• Serve as the primary point of contact for complex supplier escalations.
• Lead supplier escalation meetings at operational, tactical, and executive levels.
• Challenge suppliers on delivery performance, recovery plans, commitments, and corrective actions.
• Ensure suppliers implement sustainable corrective and preventive actions.
• Support customer escalations by providing status updates, risk assessments, and recovery plans.
• Build strong supplier relationships while maintaining accountability and performance expectations.

• Lead Root Cause Analysis (RCA) activities for recurring or high-impact supply chain issues.
• Drive implementation of permanent corrective actions with suppliers and internal stakeholders.
• Identify trends, recurring risks, and systemic weaknesses within the supply chain.
• Initiate improvement projects that enhance supplier performance and supply chain resilience.
• Promote a proactive approach to risk management and prevention.

• Develop and monitor KPIs related to supplier performance, escalation resolution, responsiveness, and recovery effectiveness.
• Report on escalation status, business risks, trends, and improvement initiatives.
• Provide data-driven recommendations to strengthen supply chain performance.
• Support management with insights that enable strategic decision-making.

• Education Bachelor's or Master's degree in Supply Chain Management, Industrial Engineering, Business Administration, Operations Management, or a related field.
• Experience Minimum 5 years of experience in Supply Chain, Procurement, Operations, Manufacturing, or Program Management within a high-tech environment.
• Proven experience managing supplier performance and complex escalations.
• Strong understanding of manufacturing processes, material planning, and supply chain operations.
• Experience in structured problem-solving methodologies such as 8D, 5 Why, or similar continuous improvement frameworks.
• Experience working in a customer-focused, fast-paced manufacturing organization.
• Competencies Strong leadership and coordination capabilities.
• Exce…