Field Support Specialist

** 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*
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* Work Schedule:

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* ** 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._

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* Job Summary:

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* 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.

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* What You Will Do:

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* + 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…