Field Support Specialist

Overview

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. In 2024 Allegion was awarded the Gallup Exceptional Workplace Award, recognizing engaged workplace cultures.

Position: Field Support Specialist - Remote (Kansas, Missouri, Iowa, Illinois, Nebraska).

Work Schedule: Monday–Friday with standard daytime hours, with flexibility for customer needs. Travel will vary based on customer needs.

We offer a flexible remote work arrangement with occasional on-site visits as needed. The company reserves the right to modify the remote schedule at its discretion.

Eligibility: Qualified candidates must be legally authorized to work in the United States. The company does not sponsor visas for this role.

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 region may be necessary. This role supports customers through remote diagnostics, advanced troubleshooting, and engineering-level product knowledge. The position interacts with internal teams (technical services, engineering, marketing, sales, operations) and external customers (distributors, facility managers, technicians, software developers, locksmiths, etc.).

• Develop a thorough understanding of all products across Allegion’s product lines and use that knowledge to provide customers with solutions around their total opening.

• Take ownership of escalated, ongoing customer issues and drive them to resolution. This may include site visits, facilitating RMAs, and coordinating with local partners.

• Travel to job sites for 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; may include trainings for customers.

• Perform detailed analysis of field situations based on customer input.

• Identify customer skill levels and explain complex solutions in understandable terms.

• Develop customized solutions based on product and application knowledge.

• Develop expertise on building codes and industry standards.

• Maintain advanced knowledge of catalogs, price books, and documentation; stay informed on competitor offerings for crossovers where possible.

• Support electronics portfolio for OEM partners and coordinate with engineering and OEM reps for better handoffs.

• Direct calls from end-user relationships, collaborating with Sales to identify opportunities.

• Install sample products in the field to support selling strategy and product introductions.

• Provide rough layouts of components for customer drawings and support wiring diagram work with the Customer Care Organization.

• Assist with field support issues when overlaps exist with Residential Systems products.

• Maintain awareness of Allegion policies, guidelines, and procedures to ensure compliance.

• Contribute to a consistent issue management and compliant handling system within Allegion to identify field issues, escalate for systemic resolution, and close the loop with stakeholders.

• Collaborate and communicate effectively with a variety of customers, internal and external.

• Work with internal teams including Customer Care, Marketing, Sales, and Operations in a virtual, collaborative setting.

• Deliver seamless customer experience concepts across multiple touchpoints and functions.

• Communicate complex solutions clearly and effectively; listen to and understand customer needs.

• Build loyalty and advocacy for the customer across the organization.

• Engage quickly with large issues; support large warranty and sales opportunities; facilitate product management and quality teams when needed.

• Own issues from capture through feedback to relevant teams with focus on the customer and keeping sales engaged.

• Bac…