Customer Service Engineer

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.

Customer Service Engineer

Your responsibilities include, but are not limited to, reviewing and assessing customer issues and develop plans to resolve them in a timely and organized manner. Monitor and report on customer issues and resolution status. Coordinate internal and external resources to resolve customer issues. Provide documentation, including installation instructions and technical guidelines, to support the customer. Provide training for installers for the proper installation of frame and door systems.

What You Will Do:

• Ensure a high level of internal and external customer service. Investigate (and correct) customer issues and complaints relating to quality.
• Determining quality related training requirements and providing training.
• Assessing the customer’s product performance complaint, reviewing the product specifications, performing tests as required, investigating the product modifications, generating solutions to meet the customer’s requirements.
• Record required product rework information including root cause, costs, functional responsibility in manufacturing planning and management software.
• Generate reports monthly for data representation of product reworks and present to management team.
• Travel as required for product issues with customers, inspections and/or testing as part of Krieger’s problem resolution or as part the service as sold.
• Resolve product issues with customers with respect to cost and good will, while ensuring product compliance with legal and quality standards.
• Assist customers with installation questions and issues.
• Create and publish installation guides and technical product instructional documentation.
• Interact daily with customers to interpret their needs and requirements and represent them in the field.
• Cooperate and communicate effectively with project managers, engineers, production and other project team members to solve problems.
• Perform bi-yearly (or as needed) installation classes for clients, installers, and others
• Author and publish Field Service bulletins and e-mails.

What You Need to Succeed:

• Bachelor’s degree and or higher in engineering, science, or a related field preferred or  equivalent experience
• 3+ years in a customer service role (construction company experience preferred)
• 2D CAD experience in the detailing and design of product components and assemblies (AutoCAD preferred)
• Exemplary attention to detail with prior examples of delivering projects meeting time, cost and quality metrics
• Intermediate knowledge in Microsoft Excel
• Strong written and verbal communication skills
• Excellent presentation skills
• Willing to travel up to 15% annually to job sites

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! 

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