Product Experience Network Specialist

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.

Product Experience Network Specialist-Carmel, Indiana-Parsippany, New Jersey-Security (near Colorado Springs), Colorado-(Hybrid)

The Product Experience Network Specialist will support the development and testing of Allegion IP based products and will go out into the field to diagnosis customer issues as needed. As part of new product development efforts, this person will support the customer experience-based verification testing of Allegion for new and significantly updated products. This position will interact directly with Product Development, Product Lifecycle Engineering, Technical Services Call Center, and Field Specialist teams to define product customer facing touch points and to launch new products with robust features that are easily understood, setup, and maintained by Allegion customers. As a core project team contributor, you will analyze and validate early product designs, streamline product implementation processes and verify end user Use Cases. Customer facing issues and areas identified for improvement will be documented, communicated, and escalated to the project team for consideration and action. The Product Experience Network Specialist will go to customer sites to diagnose network and connectivity related issues with Allegion products installed at the customer's site. This role will make recommendations to our customers on how to resolve related network issues.

What You Will Do:

• Work closely with the New Product Development team to effectively communicate observed and anticipated customer interface and experience-based concerns and to drive user expectations into our new product offerings.

• Develop training materials to fully describe new products, provide solutions to anticipated customer questions, and ensure the Call Center and Field Specialist Support teams are knowledgeable and ready to support at launch.

• Provide input for anticipated customer experience issues and concerns with new and/or significantly updated products focusing on a positive customer experience being delivered.

• Review historical customer feedback and consult with current customers, Technical Services, Field Support and marketing associates to uncover and baseline attributes of similar products currently offered, with the goal of identifying customer experience improvement opportunities and features in each new product offering.

• Work closely with project teams, business stakeholders and external vendors or contracted sources to define actions and schedule customer experience validations with actual product installations, witnessed real-life installations and product use at customer sites.

• Support the resolution of escalated, on-going customer issues through root cause analysis. This may include site visits and working with local partners to solve Allegion Customer issues.

• Travel to job sites to perform on site failure analysis and/or repairs.

• Perform a detailed analysis of field circumstances based on verbal or written customer input.

• Support the development of solutions for customers based on product and application knowledge.

• Escalate issues to the product management and quality teams in a timely manner.

Collaboration and Communication

• Interface with various internal customers including customer care, marketing, sales, engineering, and operations in a virtually-managed team setting.

• Collaborate to deliver seamless customer experience concepts across a broad range of customer touch points, channels, processes, products and solutions

• Excellent verbal, written, and communication skills are needed. The ability to clearly communicate complex solutions in ways the customer can understand and successfully implement.

• Listen to and understand customers while providing information in a clear and customer-focused manner.

• Maintain a positive, customer-focused attitude, even in challenging situations. Being able to analyze problems, consider alternative solutions and make decisions quickly.

• Demonstrate consistency between actions and words while building trusting relationships.

What You Need to Succeed:

• Bachelor's degree in a technical discipline or equivalent experience in network operations. Certifications preferred.

• 2+ years of experience in technical discipline and network operations.

• Knowledge of:

• Bluetooth and Wi-Fi wireless communication methods, features, and requirements

• Embedded controller product implementations and limitations

• Internet of Things

• Cloud environment networks (e.g., Azure, AWS, or GCP).

• Experience with PC Hardware troubleshooting.

• Broad technical IT knowledge and awareness of industry trends.

• Operational Excellence - Root Cause Analysis, process, risk reduction, security and controls, change management.

• Technical skills and experience include proven involvement planning, configuring, and troubleshooting:

• SD-WAN networks and routing protocols.

• LAN layer two/three implementations and support.

• WiFi using centralized wireless controllers.

• IPAM, DHCP, DNS, monitoring tools experience.

• BLE Communications and related mobile applications on phones

• Basic knowledge of network security best practices.

• Experience working virtually with cross functional internal and external (vendors) teams, effectively planning work, controlling projects, and reporting progress.

• Ability to multitask and prioritize effectively.

• Candidate must be a self-motivated problem solver operating with limited supervision to help achieve goals for a global team.

• Willingness to work varying hours as necessary.

Other:

• Travel not to exceed 50%

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: $90,000 to $130,000. 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 (~~~) .

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