• Develop a thorough understanding of all products across Allegion’s multiple product lines and utilize that understanding to provide customers with solutions around their total opening. • Take ownership of escalated, on-going customer issues and drive them through to resolution. This may include site visits, facilitating RMAs, and/or working with local partners to solve Allegion customer issues. • Travel to job sites to perform on site failure analysis, repairs, debugging, and troubleshooting. • Provide training to the Customer Care and Sales organization on product lines, applications, systems, and other needs as identified. This may include facilitating trainings for customers as well by the support specialist or through the use of the centralized training organization. • Perform a detailed analysis of field situation based on verbal or written customer input. • Identify the skill level of the customer and explain complex solutions in ways the customer can understand and successfully implement. • Develop customized solutions for customers based on product and application knowledge. • Develop expertise on building codes and industry standards. • Advanced knowledge of all catalogs, price books, and other documentation. • Develop advanced knowledge of competitor’s offerings and provide competitor crossovers to Allegion brands where possible. • Support solutions of our Electronics portfolio for OEM partners and targeted customer solutions. • Work with engineering and OEM reps to create better handoffs for support of the OEM partners. • Direct calls from end user relationships with support questions/issues – working with Sales to identify opportunities. • Install sample product/new product in field to supplement both selling strategy and new product introductions. • Provide rough layouts of components for drawings to be created by customers. • Support of wiring diagram work for proposed jobs utilizing the Customer Care Organization. • Helping with field support issues when there are overlaps with Residential Systems products. • Maintain awareness of all Allegion policies, guidelines, and procedures to ensure compliance. • Help drive a consistent organizational issue management and compliant handling system within Allegion as part of our overall customer experience strategy to identify issues in the field, escalate appropriately within the organization for systemic issue resolution and communicate as needed to effectively close the loop. • Ability to collaborate and communicate effectively with a variety of customers, both internal and external.