Allegion

Technician

• Perform installation or service work as designated in profitable and proper manner.
• Record productive time versus travel time.
• Perform preventive maintenance work in accordance with service program designated for specific customer.
• Maintain accurately all work records and parts used at each job in accordance with established procedure.
• Keep updated on all changes/modifications to Stanley equipment and Ansi156.10 standard as notified through published communications.
• Keep manuals and all details up to date as changes are advised.
• Maintain company vehicles, tools and other property in proper manner.
• Present neat and clean appearance personally and in workmanship, in accordance with company policies.
• Maintain adequate parts inventory for service vehicle; keep inventory log.
• Test equipment before leaving job site; perform safety check.
• Maintain good customer relations and customer service.
• Assist and instruct others in install/service methods.

Installation Technician

Product Manager

• Coordinate efforts and adoption of specific software products that make up the Horizon initiative (Including not limited to OEW, EQuote, NOW (New OeW))
• Assist with gathering business requirements to support integration efforts for M&A companies
• Manage the product lifecycle from identifying customer outcomes through business impact, and contribute the product strategy and tactical decisions to maximize the value of that continuous lifecycle
• Work with Hollow Metal customers to identify targeted customers’ relevant wants and needs
• Partner with design and development teams to identify and create solutions and rank product features to meet intended customer outcomes within a specific product portfolio
• Use in-depth knowledge and experience of the Horizon portfolio to maintain business continuity
• Perform the following responsibilities for specific software product feature releases, partnering with the delivery team: Determine specific activities in the delivery method required, prioritize release schedule and what items are to be included in each release, making decisions on competing ideas or resources
• Create and refine user stories
• Develop acceptance criteria, ensuring user acceptance testing processes are defined, implemented, and adhered to prior to release, including testing to ensure design elements meet the user requirements
• Communicate product feature releases and backlog items with the relevant cross-functional groups at the appropriate times
• Understand customers’ quality expectations, including issues they see in the current environment with respect to usability, reliability, security, and data integrity while defining training and support requirements
• Manage the feature roadmap portfolio with a common approach to build consensus and link to the development environment
• Utilize best practices to support the integration of common source components versus building duplicate functionalities

Customer Support

• Communicate directly with customers by phone and email to identify and resolve a wide range of issues and inquiries regarding product availability, order fulfillment, post-shipment issues, programs, pricing, and policies.
• Investigate, document, and administer product warranty programs, including credits, replacements, and return material authorizations (RMAs).
• Accurately and promptly enter and modify customer orders in the company’s operating system.
• Collaborate with internal departments to ensure accurate account management and resolution of customer issues.
• Adhere to all service level agreements as established by management.

Residential Support Representative 1 – Bilingual, French/English

• Provide positive customer experiences to help troubleshoot basic technical problems primarily through digital communication, both inbound and outbound.
• May also need to provide support via our phones channels as needed.
• Assist customers in troubleshooting issues with Schlage products and ensure a resolution or suitable next steps.
• Escalate or seek guidance from internal resources or SME’s as needed.
• Guide customers through how-to-related inquiries such as installation, app setup, product registration, etc.
• Be the voice of the customer by communicating case drivers and known issues to internal stakeholders, ensuring a swift resolution.
• Build trust through complete follow-through on customer commitments.

Residential Support Representative

• Demonstrates basic knowledge of the product and product features for one assigned brand
• Demonstrates basic knowledge of internal processes and system tools
• Manage customer service interactions by providing accurate and efficient resolution to incoming requests via phone, email and/or the Allegion online portal.
• Gain proficiency in product to understand the needs and expectations of customers.
• Follow standard operating procedures to support and resolve customer requests: order status, expedite and tracking, order modifications, document reprints, initiation of returns and replacement orders, credit & debits to customer accounts, provide product pricing and availability, as well as ad hoc product inquiries as needed.
• Act as customer liaison when working with cross-functional teams to resolve customer requests.
• Complete initial troubleshooting on return and warranty claims and escalate to the appropriate teams as necessary.
• Effectively use CRM to gather and document service requests to pass along defect free cases to supporting departments for review and resolution as applicable.
• Utilize and manage appropriate ERP business systems.
• Proactively monitor and follow up on customer service requests daily to ensure timely customer resolution.
• Accurately document service request in CRM to ensure data integrity for root cause problem solving activities across the business.
• Meet all service level agreements as assigned.
• Maintain active engagement in all training activities to ensure awareness of all Allegion product, policy, guideline, and procedure changes.

Customer Experience Specialist

Estimator

• Responsible for the communication and coordination of information that will ultimately lead to an estimate and drafting of a quote.
• Maintains customer database by inputting customer profiles and updates, by inputting quotes/bids and contact information, preparing and distributing monthly follow up reports.
• Updates manager by consolidating, analyzing, and forwarding daily bid requests.
• Contact regional sales managers to resolve any omissions in the quote request, such as missing specifications, details, contact information.
• Set up spread sheets of quotes as directed and concerning the product line.
• Identify any line item details that the sales manager can analyze for pricing concerns.
• Updates job knowledge by participating in educational opportunities, internal or approved industry training. Including attendance of forums at Krieger’s corporate office.
• Accomplishes department and organization mission by completing related results as needed.
• Obtain and maintain a thorough knowledge of Krieger’s sales methods and procedures, general product knowledge and product characteristics, general and technical specifications of products for sales usage, estimating procedures, and file management.
• You will be required to create and develop goals for your specific job function that will support our organizational goals.
• You must engage, and complete assignments as directed, skill set and work scope by your salesman and the leadership.
• Any other duties as assigned by your manager.