Product Support Representative I

Responsibilities

• Develop a technical understanding of Allegion products. Primary focus on Doors and Frames (Steelcraft and Republic)
• Provide positive customer experiences through phone, email, IM and other interaction types.
• Analyze customer requirements and develop customized product recommendations and templating plans based on those requirements.
• Assist customers with product specifications and applications.
• Perform analysis of field situation based on verbal or written customer input.
• Populate CRM database with details of customer interactions.
• Develop working knowledge of all catalogs, price books, tech manuals, website, and business systems.
• Provide support to Operations, Order Entry, Sales Support and other departments within the organization as required.
• Maintain awareness of all Allegion policies, guidelines, and procedures to ensure compliance.
• Visualize specific product geometries and/or electrical pathways in order to form an engineering level understanding of customer communications
• Support work around NPD, document reviews, process improvements, sustaining projects, and other areas as assigned
• What You Need to Succeed:
• 2-year degree or equivalent work experience, preferably in the hardware industry.
• Minimum of basic Mechanical and Electrical knowledge.
• Minimum 3 years of Hollow Metal related industry/ service experience.
• MS Office, relevant business systems for Allegion, CRM database, basic knowledge of technical services processes.
• Basic working knowledge of products across Allegion brands.
• 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.
• Ability to work with various internal customers including product support, marketing, sales and operations in a virtually-managed, collaborative team setting.
• Collaboration, Performance, Business Acumen.
• Excellent verbal and written communication skills. Ability to clearly communicate solutions in ways the customer can understand and successfully implement.
• Ability to work in a cross-functional, collaborative team setting. Less than 5% travel.
• Why Work for Us?
• Allegion is a Great Place to Grow your Career if:
• You're seeking a rewarding opportunity that allows you to truly help others. With thousands of employees and customers around the world, there's plenty of room to make an impact. As our values state, "this is your business, run with it".
• You're looking for a company that will invest in your professional development. As we grow, we want you to grow with us.
• Y

Benefits

Additional Information

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 40 brands, 14,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond. Additionally, Allegion is proud to be recognized with the 2026 Gallup Exceptional Workplace Award (GEWA) for the third consecutive year, earning distinction in both the employee engagement and strengths categories. This year, Allegion also received Gallup's With Distinction honor - a designation reserved for a select group of organizations that go above and beyond in building exceptional workplace cultures. PRODUCT SUPPORT REPRESENTATIVE I - US Remote Work Schedule: Monday-Friday: Hours may vary by location Ideal hours will be 7am-4:30 pm CST 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. 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. Job Summary: Product Support Representative I Portray a positive image of Allegion by employing a solutions-based approach to resolving and/or answering inquiries of customers through, troubleshooting, and technical product knowledge. This position will interact with various internal customers including Product Support, Sales Support, Engineering, Sales, Marketing and Operations. They will also interact with various external customers including distributors, facility managers, locksmiths, and others as needed.

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