Solutions Support Process Lead

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 30 brands, 12,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond. Additionally, in 2024 we were awarded the Gallup Exceptional Workplace Award, which recognizes the most engaged workplace cultures in the world.

Solutions Support Process Lead-Remote Indiana-Remote New Jersey-Remote Colorado

As the Solutions Support Process Lead, you will play a pivotal role in creating the processes needed to support Allegion products which are integrated with Allegion and partner's ecosystems. Your focus will be to evaluate the functional and process needs across the various organizations that design, develop, implement, and support our software and integrated electronics door hardware and solutions. In addition, you will work directly with the Product Managers, Engineering teams, Quality teams, and the Integration teams working on bridging the gaps and processes between the various organizations ensuring communication is timely and accurate.

What You Will Do:

Support Process Improvement:

• Review and enhance processes to onboard and implement customers with our software solutions

• Develop and optimize support processes to ensure efficient incident resolution and customer satisfaction.

• Implement metrics and KPIs to track support performance, customer feedback, and continuous improvement both internally and externally

• Develop and manage processes to escalate issues with our solutions throughout the product and engineering organizations.

• Serve as a liaison between the support team and product development, advocating for customer needs and requirements.

• Collaborate with cross-functional teams to prioritize and influence product roadmaps based on customer feedback and support data.

• Partner with the Operations Platform Support team

Customer Engagement:

• Engage with key customers to understand their pain points, challenges, and requirements, translating this information into actionable insights for product enhancement.

• Create process to engage product support, field support, sales, and engineering on complex issues

• Coordinate and ensure lessons learned from escalated issues are properly disseminated and acted upon across the organizations.

Quality Assurance:

• Implement standard work and best practices in issue tracking, resolution, and documentation.

• Propose and support the implementation of any required tools to support communication and management of issues across the teams involved in our software and electronics solutions.

• Identify and recommend investments in tools, technology, and training to enhance support capabilities.

Communication and Reporting:

• Provide regular updates and reports to senior management on support operations, performance, and customer feedback.

• Maintain open communication channels between support, development, and other relevant departments.

What You Need to Succeed:

• Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field

• 5+ years of experience in a technical product support role, with a track record of in improving support processes.

• Strong understanding of product management with the ability to align support efforts with product development and customer needs.

• Ability to identify and implement industry practices

• Excellent communication and interpersonal skills.

• Exceptional problem-solving abilities and a customer-centric mindset.

• Proficiency in support tools and systems.

• Knowledge of software development methodologies and best practices.

• Familiarity with industry standards and trends.

• Ability to travel 30% or more

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.

• You want a culture that promotes work-life balance. Our employees enjoy generous paid time off, because at Allegion we recognize that you have a full life outside of work!

What You'll Get from Us:

• Health, dental and vision insurance coverage, helping you "be safe, be healthy"

• Unlimited Paid Time Off

• A commitment to your future with a 401K plan, which currently offers a 6% company match and no vesting period

• Health Savings Accounts

• Tax-advantaged savings account used for healthcare expenses

• Flexible Spending Accounts

• Tax-advantaged spending accounts for healthcare and/or dependent daycare expenses

• Disability Insurance

• Short-Term and Long-Term coverage, paid for by Allegion, provides income replacement for illness or injury

• Life Insurance

• Term life coverage with the option to purchase supplemental coverage

• Tuition Reimbursement

• Voluntary Wellness Program

• Simply complete wellness activities and earn up to $2,000 in rewards

• Employee Discounts through Perks at Work

• Community involvement and opportunities to give back so you can "serve others, not yourself"

• Opportunities to leverage your unique strengths through CliftonStrengths assessment & coaching

Compensation: This range is provided by Allegion. Your actual pay will be based on your skills and experience.

• The expected Base Salary Range: $110,000 to $160,000. The actual compensation will be determined based on experience and other factors permitted by law.

• Bonus Eligible: Yes

Apply Today!

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.

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We Celebrate Who We Are!

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

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