Field Support Specialist

Allegion•Olathe, KS

1d•$75,000 - $95,000•Remote

About The Position

Creating Peace of Mind by Pioneering Safety and Security At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 30 brands, 12,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond. Additionally, in 2024 we were awarded the Gallup Exceptional Workplace Award, which recognizes the most engaged workplace cultures in the world. Field Support Specialist-Remote Kansas-Remote Missouri-Remote Iowa-Remote Illinois-Remote Nebraska Work Schedule: Monday-Friday with standard day time hours primarily, but candidate will need to be flexible on hours and days due to customer needs. Travel will vary due to customer needs. At Allegion, we recognize that great talent and breakthrough ideas can come from anywhere. That’s why this position offers a flexible remote work arrangement, with occasional on-site visits as needed based on the role. Whether you’re working remotely or collaborating in person, we’re committed to providing the tools, support, and dynamic environment you need to succeed. At Allegion, your career thrives where innovation meets flexibility, empowering you to achieve your goals while maintaining a healthy work-life balance. While this is the current structure and we currently have no plans to change, we reserve the right to make changes to the remote schedule as needed at the Company’s discretion. Qualified candidates must be legally authorized to be employed in the United States. The company does not intend to provide sponsorship for employment visa status (e.g., H-1B, TN, etc.) for this employment position. Job Summary: The Field Support Specialist portrays a positive image for Allegion by employing a solutions-based approach across the Allegion product portfolio to resolve customer issues within an assigned region. Occasional travel outside the assigned region may be necessary. The role will support customers through remote diagnostics, advanced troubleshooting, and engineering- level product knowledge. This position will interact with various internal customers including technical services, engineering, marketing, sales and operations. This person will also interact with various external customers including distributors, facility managers, technicians, software developers, locksmiths, and others as needed to provide solutions to ongoing product issues.

Requirements

Bachelor’s degree in a technical area is preferred, or equivalent technical and product support experience.
5+ years of related safety and security industry experience, including, but not limited to locksmith, product (electronic and mechanical) installation and service, field support.
Excellent oral and written communication skills; Highly collaborative with strong interpersonal skills and an analytical mindset.
Ability to prioritize, organize, and effectively execute work as it comes from various internal and external customers.
Customer-centric attitude with experience handling unique customer needs and expectations.
Advanced knowledge of electronic and mechanical door hardware and electronic access control systems.
Advanced troubleshooting skills with electrical and mechanical door hardware products, including usage of tools such as multimeters, AC DC power, etc.

Nice To Haves

Advanced knowledge of Allegion products preferred.

Responsibilities

Develop a thorough understanding of all products across Allegion’s multiple product lines and utilize that understanding to provide customers with solutions around their total opening.
Take ownership of escalated, on-going customer issues and drive them through to resolution. This may include site visits, facilitating RMAs, and/or working with local partners to solve Allegion customer issues.
Travel to job sites to perform on site failure analysis, repairs, debugging, and troubleshooting.
Provide training to the Customer Care and Sales organization on product lines, applications, systems, and other needs as identified. This may include facilitating trainings for customers as well by the support specialist or through the use of the centralized training organization.
Perform a detailed analysis of field situation based on verbal or written customer input.
Identify the skill level of the customer and explain complex solutions in ways the customer can understand and successfully implement.
Develop customized solutions for customers based on product and application knowledge.
Develop expertise on building codes and industry standards.
Advanced knowledge of all catalogs, price books, and other documentation.
Develop advanced knowledge of competitor’s offerings and provide competitor crossovers to Allegion brands where possible.
Support solutions of our Electronics portfolio for OEM partners and targeted customer solutions.
Work with engineering and OEM reps to create better handoffs for support of the OEM partners.
Direct calls from end user relationships with support questions/issues – working with Sales to identify opportunities.
Install sample product/new product in field to supplement both selling strategy and new product introductions.
Provide rough layouts of components for drawings to be created by customers.
Support of wiring diagram work for proposed jobs utilizing the Customer Care Organization.
Helping with field support issues when there are overlaps with Residential Systems products
Maintain awareness of all Allegion policies, guidelines, and procedures to ensure compliance.
Help drive a consistent organizational issue management and compliant handling system within Allegion as part of our overall customer experience strategy to identify issues in the field, escalate appropriately within the organization for systemic issue resolution and communicate as needed to effectively close the loop.
Ability to collaborate and communicate effectively with a variety of customers, both internal and external.
Collaboration and Communication: This person needs the ability to work with various internal customers including customer care, marketing, sales and operations in a virtually managed, collaborative team setting.
Collaborates to deliver seamless customer experience concepts across a broad range of customer touch points, channels, processes, products and solutions across multiple functions and at all levels of the organization.
Challenge the organization to consider radically different experience concepts.
Excellent verbal, written, and communication skills are needed.
The ability to clearly communicate complex solutions in ways the customer can understand and successfully implement.
Listening to and understanding customers and providing information in a clear and customer-focused manner (written and verbally).
Maintaining a positive, customer-focused attitude, even in challenging situations.
Being able to analyze problems, consider alternative solutions and make decisions quickly.
Demonstrating consistency between actions and words, building trusting relationships.
Build loyalty and advocacy for the customer throughout the company.
Performance and Culture Get engaged in large issues faster
Free sales representatives from doing prolonged support at customers
Help with large warranty issues
Support for large sales opportunities
Bring issues to the product management and quality teams faster
Own issues from capture through feedback to all related organizations with focus on the customer and keeping the sales team engaged.

Benefits

Health, dental and vision insurance coverage, helping you “be safe, be healthy”.
A commitment to your future with a 401K plan, offering a 6% company match and no vesting period
Tuition Reimbursement
Unlimited PTO
Employee Discounts through Perks at Work
Community involvement and opportunities to give back so you can “serve others, not yourself”
Opportunities to leverage your unique strengths through CliftonStrengths testing and coaching

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