Product Support Representative 1

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.

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. 

As a Product Support Representative, you are a crucial part of the Allegion team, responsible for employing a solutions approach to resolving and/or answering inquiries of customers through troubleshooting and a 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. Training will be completed in office for a minimum of 3 months.

What You Will Do:

• Develop a basic level understanding of mechanical and electronic 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

What You Need to Succeed:

• 3+ years of related industry and/or customer service experience

• HS Diploma or GED required

• Associates degree preferred

• Possess basic knowledge of mechanical and electronic products, including the use of volt meters and related measuring devices

• Strong written and verbal communication skills

• Working knowledge of PC based software applications (Microsoft Office – Outlook, Word, Excel) & basic web applications

• Ability to multi-task, prioritize, and manage time efficiently

• Ability to identify recurring customer issues

• Ability to develop cross-functional, professional working relationships

Join our team of experts today and help us make tomorrow’s world a safer place!

Not sure if your experience perfectly aligns with the role? Studies have shown that some people are less likely to apply to jobs unless they meet every single qualification and every single preferred qualification of a job posting. At Allegion, we are dedicated to building a diverse, inclusive, and authentic workplace. So, if you’re excited about this role but your past experience doesn’t align perfectly with every item in the job description, we encourage you to apply anyway. You may be just the right candidate for this role.

Allegion is committed to building and maintaining a diverse and inclusive workplace.  Together, we embrace all differences and similarities among colleagues, as well as the differences and similarities within the relationships that we foster with customers, suppliers and the communities where we live and work. Whatever your background, experience, race, color, national origin, religion, age, gender, gender identity, disability status, sexual orientation, protected veteran status, or any other characteristic protected by law, we will make sure that you have every opportunity to impress us in your application and the opportunity to give your best at work, not because we’re required to, but because it’s the right thing to do.   We are also committed to providing accommodations for persons with disabilities. If for any reason you cannot apply through our career site and require an accommodation or assistance, please contact our Talent Acquisition Team.

© Allegion plc, 2023 | Block D, Iveagh Court, Harcourt Road, Dublin 2, Co. Dublin, Ireland

REGISTERED IN IRELAND WITH LIMITED LIABILITY REGISTERED NUMBER 527370

Allegion is an equal opportunity and affirmative action employer

Privacy Policy