Customer Escalation Project Lead – Access Control

ASSA ABLOY Sicherheitstechnik GmbH; New Haven, Northern (CT, KY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Annual Bonus

Healthcare options

Tuition reimbursement

401k matching

Generous PTO

Job summary

ASSA ABLOY Sicherheitstechnik GmbH in the United States is seeking a Customer Escalation Project Manager to lead high-priority customer escalations for Electronic Access Control products. You will coordinate cross-functional teams, manage incident response, and drive corrective actions to restore operations quickly.

The role requires a Bachelor's degree in a technical field and 3–5 years in engineering, technical support, or project management, with strong communication and risk management

Qualifications

• Bachelor's Degree in Computer Science, Engineering or a related technical discipline with exposure to software, firmware, systems, or electronic products.
• 3-5 years of progressive experience in engineering, technical support, project management, customer escalation management, or related technical disciplines.
• Ability to lead cross-functional teams, assign actions, establish priorities, resolve obstacles, and elevate risks without direct management authority.
• Strong communication skills, including the ability to effectively engage technical and business stakeholders and translate technical issues into business impacts, risks, and required decisions.
• Ability to remain calm, reassuring, and resolution-focused during high-pressure situations.

Responsibilities

• Manage high-priority customer escalation response activities for Electronic Access Control products, serving as the central point of accountability from issue identification through resolution.
• Coordinate the response of cross-functional teams, establish priorities, drive decision-making, and oversee the corrective actions needed to restore customer operations as quickly as possible.
• Maintain project plans, manage risks and dependencies, lead escalation reviews, and support clear, timely communication with customers and stakeholders while ensuring rapid execution in high-pressure situations.

Skills

Cross-functional leadership

Project management

Customer escalation management

Communication

Risk assessment

Education

Bachelor's Degree in Computer Science, Engineering or related technical discipline

Tools

Jira

Confluence

Microsoft Project

Excel

PowerPoint

Job description

ASSA ABLOY Sicherheitstechnik GmbH in the United States is seeking a Customer Escalation Project Manager to lead high-priority customer escalations for Electronic Access Control products. You will coordinate cross-functional teams, manage incident response, and drive corrective actions to restore operations quickly.

The role requires a Bachelor's degree in a technical field and 3–5 years in engineering, technical support, or project management, with strong communication and risk management