Allegion Product Support Representative - Electronics in Colorado Springs, Colorado

Product Support Representative - Electronics

Provide support for customers on the Allegion Portfolio of Electronics Products. The person should portray a positive image for Allegion by employing a solutions approach to resolving and/or answering inquiries of customers through, troubleshooting, and basic level of product knowledge. This position will interact with various internal customers including technical services, customer service, sales and operations. It will also interact with various external customers including distributors, facility managers, locksmiths, and others as needed.

Job Scope:

Provide support for customers on the Allegion Portfolio of Electronics Products. The person should portray a positive image for Allegion by employing a solutions approach to resolving and/or answering inquiries of customers through, troubleshooting, and basic level of product knowledge. This position will interact with various internal customers including technical services, customer service, sales and operations. It will also interact with various external customers including distributors, facility managers, locksmiths, and others as needed.

Primary Responsibilities:

Include, but are not limited to:

Develop a basic level of understanding of all product lines in Allegion.

Employ a total opening solution approach to providing customers with basic product knowledge.

Provide support to the Customer Service organization as needed.

Assist customers with general product specifications and applications.

Address all interactions and drive them to successful resolution or escalate as required.

Perform analysis of field situation based on verbal or written customer input.

Perform logical troubleshooting of technical issues including coaching customers through voltage and current measurements of electronic products.

Perform support of both hardware and software solutions including mobile device applications.

Populate the CRM database with solutions to product problems.

Develop working knowledge of all catalogs and price books.

Generate, update and/or create service request tickets for all communications.

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

Competency Requirements:

Competency Area

Level I

Related Industry Experience

Minimum 3 years of related industry/ service experience.

Education

2 year degree or equivalent years of experience.

Technical Skills

MS Office 2013, relevant business systems for Allegion, CRM database, basic knowledge of technical services processes.

Possess basic knowledge of electronics including the use of volt meters and related measuring devices. Possess basic knowledge of smart phones and tablets and the use of applications.

Product Knowledge

Basic working knowledge of software and mechanical products across all Security brands.

Customer Focus

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.

Collaboration

Ability to work with various internal customers including technical services, marketing, sales and operations in a virtually-managed, collaborative team setting.

Leadership Skills

Collaboration, Performance, Business Acumen.

Communication Skills

Excellent verbal and written communication skills. Ability to clearly communicate solutions in ways the customer can understand and successfully implement.

Other Specific Requirements

Ability to work in a cross-functional, collaborative team setting. Less than 10% travel.

Schedule

9am to 6pm

Allegion is a diverse and inclusive environment. We are an equal opportunity employer and we are dedicated to hiring qualified protected veterans and individuals with disabilities. If for any reason you cannot apply through the career site, please click here at mailto:SpecialAssistance_TalentAcquisition@Allegion.com for special accommodation.

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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REGISTERED IN IRELAND WITH LIMITED LIABILITY REGISTERED NUMBER 527370

Allegion is an equal opportunity and affirmative action employer. Privacy Policy at http://www.allegion.com/corp/en/home/privacy-statement.html

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