Customer Support

• Develop a basic level understanding of primarily mechanical along with some electrical Allegion products within assigned product portfolio
• Develop working knowledge of all catalogs, manuals, instruction sheets/templates, and price books
• Provide positive customer experiences by troubleshooting technical problems. Primary support will be through phone calls, but could also support through electronic communications such as email and instant messaging
• Ability to identify the needs of the customer and explain intermediate solutions in ways the customer can understand and successfully implement
• Perform primary root-cause analysis of products returned from customers
• Address all interactions and drive them to successful resolution or escalate as required
• Perform logical troubleshooting of technical issues including coaching customers through voltage and current measurements of electronic products
• Populate the CRM and Knowledge database with solutions to product problems
• Generate, update, and/or create service request tickets for all communications
• Maintain awareness of all Allegion policies, guidelines, and procedures to ensure compliance
• Provide support to cross-functional teams within the organization as required
• Meet all service level agreements as set by management
• Additional duties as assigned by manager

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