Field Support Specialist

Allegion Plc   •  

Austin, TX

5 - 7 years

Posted 271 days ago

This job is no longer available.

Principal 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 and/or repairs.
  • Provides training to the Customer Care and Sales organization on product lines, applications, systems, and other needs as identified.  This may including 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.
  • Debug and troubleshoot product issues in the field.
  • 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.
  • Support for implementations where hardware has been installed incorrectly
  • 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.
  • Input to which components and parts are to be used for a job
  • Helping with field support issues when there are overlaps with Residential Systems products
  • Installation support for new dealers and distributors.
  • Maintain awareness of all Allegion policies, guidelines, and procedures to ensure compliance.
  • Help drive a consistent organizational issue management and complaint 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.

   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.

Qualifications and Experience:

  • Bachelor’s degree in a technical area is preferred.
  • 5+ years of related industry experience.
  • Excellent oral and written communication skills
  • Strong organizational skills with the ability to execute/implement on strategic design
  • Understanding of specialized or unique customer needs and expectations.
  • Advanced knowledge of products across all Allegion brands in the US market.
  • Advanced problem solving ability with the ability to influence the organization and drive issues to resolution, advanced knowledge on technical services processes
  • Mechanical aptitude with assembly and troubleshooting of products and solutions.
  • Knowledge of electronics and electrical components.  Ability to utilize meters for current and voltage measurements in support of troubleshooting product issues.  Working knowledge of AC and DC power.
  • Must have an analytical mindset.
  • Collaboration and strong interpersonal skills
  • Customer-centric with the ability to balance both customer benefits and business financials effectively
  • Travel15% -Territory is Houston, San Antonio and Austin