Escalations Manager Jobs in Ohio (NOW HIRING)

At Motorola Solutions, we believe that everything starts with our people. We're a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that's critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Motorola Solutions is seeking an experienced Technical Service Manager to lead our technical support engineering team in delivering mission-critical communication solutions. This role centers on driving high-efficiency escalation management, operational speed, and service delivery across complex public safety environments. Combining deep technical authority with project management expertise, the TSM will optimize issue-resolution workflows, eliminate resolution bottlenecks, and provide exceptional software solutions expertise to ensure continuous operational readiness for our clients.

This is a fully remote position, with up to 50% travel to customer sites across North America. Preference for candidates based in Eastern/Central locations.
Job Responsibilities:

Customer Support & Account Management

• Develop a trusted advisor relationship with customer stakeholders and executive sponsors to form a partnership between Motorola and the customer.

• Manage critical customer relationships during high-pressure outages and major incidents, maintaining proactive, transparent communications.

• Assume responsibility for the overall success of the customer, including providing regular updates and briefings, both externally and internally.

Escalation Management & Rapid Resolution Efficiency

• Manage highly technical and complex engagements as the administrative project manager for short-term, focused, projects.

• Act as a primary point of escalation for complex technical issues, collaborating with engineering and product teams for resolution with a focus on execution speed and accuracy.

• Establish streamlined escalation paths, clear response protocols, and rapid triage workflows to dramatically reduce Mean Time to Resolution (MTTR).

• Identify training needs for the technical service team and develop appropriate training programs.

Workflow Optimization & Continuous Improvement

• Apply project management principles and process improvement methodologies to audit, refine, and modernize technical support workflows.

• Identify operational bottlenecks and implement lean, standardized service delivery frameworks that maximize resource efficiency.

• Develop and implement service delivery processes and best practices to optimize efficiency and effectiveness.

• Contribute to the continuous improvement of products and services by providing valuable customer feedback to service teams.

SLA Governance & Performance Metrics

• Monitor performance metrics (KPIs) and Service Level Agreements (SLAs), continuously optimizing execution pathways to meet or exceed targets.

• Ensure full compliance with company policies, operational procedures, and relevant industry regulations.

• Generate high-level analytical reports for senior management on service performance, customer satisfaction, and escalation efficiency.

• Prepare and present regular reports on service performance and customer satisfaction to senior management.

Preferred Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related technical field.

• Certifications: Project Management Professional (PMP), Lean Six Sigma, ITIL, or equivalent process/project management certifications or working knowledge of project management concepts strongly desired.

• Strong understanding of IT service management (ITSM) principles and frameworks.

• 3+ years of experience in technical support, field service, or a related customer-facing technical role.

• 3+ years of experience with mission-critical communication systems (e.g., CAD/RMS), two-way radio technologies (e.g., LMR, TETRA, P25), or public safety solutions. PremierOne experience preferred.

• Proven ability to manage high-stakes, time-sensitive incident escalations while maintaining operational rigor.

• Advanced proficiency with modern CRM platforms, Enterprise Service Management (ESM) systems, and workflow automation tools.

• Willingness to frequently travel to customer sites or other company locations.

Target Base Salary Range: $90,000 USD - $105,000 USD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

#LI-BA1

#LI-REMOTE

• High School Diploma

• 3+ years of Technical Project Management experience.

• 3+ years of Public Safety, Defense, Military or other mission-critical industry experience.

• Must be a U.S. citizen with the ability to obtain necessary security clearance as required by contract(s).

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.

Our U.S.Benefitsinclude:

• Incentive Bonus Plans

• Medical, Dental, Visionbenefits

• 401K with Company Match

• 10 Paid Holidays

• GenerousPaidTime Off Packages

• Employee Stock Purchase Plan

• PaidParental & Family Leave

• and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you'd like to join our team but feel that you don't quite meet all of the preferred skills, we'd still love to hear why you think you'd be a great addition to our team.

We're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete thisReasonable Accommodations Formso we can assist you.