Product Support Representative I

About the role

Product Support Representative I – US Remote Work Schedule
Monday-Friday: Hours may vary by location
Ideal hours will be 7am-4:30 pm CST
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.

Responsibilities

• Portray a positive image of Allegion by employing a solutions-based approach to resolving and/or answering inquiries of customers through, troubleshooting, and technical product knowledge.
• Interact with various internal customers including Product Support, Sales Support, Engineering, Sales, Marketing and Operations.
• Interact with various external customers including distributors, facility managers, locksmiths, and others as needed.
• Develop a technical understanding of Allegion products. Primary focus on Doors and Frames (Steelcraft and Republic).
• Provide positive customer experiences through phone, email, IM and other interaction types.
• Analyze customer requirements and develop customized product recommendations and templating plans based on those requirements.
• Aid customers with product specifications and applications.
• Perform analysis of field situation based on verbal or written customer input.
• Populate CRM database with details of customer interactions.
• Develop working knowledge of all catalogs, price books, tech manuals, website, and business systems.
• Provide support to Operations, Order Entry, Sales Support and other departments within the organization as required.
• Maintain awareness of all Allegion policies, guidelines, and procedures to ensure compliance.
• Visualize specific product geometries and/or electrical pathways in order to form an engineering level understanding of customer communications.
• Support work around NPD, document reviews, process improvements, sustaining projects, and other areas as assigned.

Requirements

• 2-year degree or equivalent work experience, preferably in the hardware industry.
• Minimum of basic Mechanical and Electrical knowledge.
• Minimum 3 years of Hollow Metal related industry/service experience.
• MS Office, relevant business systems for Allegion, CRM database, basic knowledge of technical services processes.
• Basic working knowledge of products across Allegion brands.
• Understanding basic customer needs and expectations. Providing prompt and effective resolution to requests.
• Possess a strong problem-solving ability and analytical mindset.
• Utilize basic product knowledge to provide customers with solutions around their total opening.
• Ability to work with various internal customers including product support, marketing, sales and operations in a virtually-managed, collaborative team setting.
• Collaboration, Performance, Business Acumen.
• Excellent verbal and written communication skills. Ability to clearly communicate solutions in ways the customer can understand and successfully implement.
• Ability to work in a cross-functional, collaborative team setting.
• Less than 5% travel.

Qualifications

• Less than 5% travel.

Skills

• Technical understanding of Allegion products.
• Customer service and problem-solving skills.
• Strong communication skills.
• Basic product knowledge.
• Collaborative team player.

Benefits

• Health, dental and vision insurance coverage.
• Competitive Paid Time Off.
• 401K plan with a 6% company match and no vesting period.
• Health Savings Accounts.
• Flexible Spending Accounts.
• Disability Insurance.
• Life Insurance.
• Tuition Reimbursement.
• Voluntary Wellness Program.
• Employee Discounts through Perks at Work.
• Community involvement and opportunities to give back.
• Opportunities to leverage your unique strengths through CliftonStrengths assessment & coaching.

Pay

This range is provided by Allegion. Your actual pay will be based on your skills and experience. The expected Base Salary Range: $38,000 to $60,000. The actual compensation will be determined based on experience and other factors permitted by law.

Schedule

Monday-Friday: Hours may vary by location
Ideal hours will be 7am-4:30 pm CST

Apply Today!

Join our team of experts today and help us make tomorrow’s world a safer place! Not sure if your experience perfectly aligns with the role? Studies have shown that some people are less likely to apply to jobs unless they meet every single qualification and every single preferred qualification of a job posting. At Allegion, we are dedicated to building a diverse, inclusive, and authentic workplace. So, if you’re excited about this role but your past experience doesn’t align perfectly with every item in the job description, we encourage you to apply anyway. You may be just the right candidate for this role. We Celebrate Who We Are! Allegion is committed to building and maintaining a diverse and inclusive workplace. Together, we embrace all differences and similarities among colleagues, as well as the differences and similarities within the relationships that we foster with customers, suppliers and the communities where we live and work. Whatever your background, experience, race, color, national origin, religion, age, gender, gender identity, disability status, sexual orientation, protected veteran status, or any other characteristic protected by law, we will make sure that you have every opportunity to impress us in your application and the opportunity to give your best at work, not because we’re required to, but because it’s the right thing to do. We are also committed to providing accommodations for persons with disabilities. If for any reason you cannot apply through our career site and require an accommodation or assistance, please contact our Talent Acquisition Team.