Field Product Reliability Manager

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.

Field Product Reliability Manager – Houston, TX

As a Field Product Reliability Manager, you will own the real-world reliability of a complex, hardware software system end to end—client apps, credentials, edge devices/readers, controllers/firmware, networks, cloud services, and admin portals. You'll continuously test in practice, rapidly isolate root causes, and translate findings into clear product and engineering actions. As reliability stabilizes, you'll drive the work to graduate early features to full production and enable Sales to sell them confidently.  

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.

What You Will Do: 

• Root cause & incident triage 
• Isolate whether failures originate in device, client, credential provisioning, controller/firmware, network, backend services, or UX. 
• Produce crisp repros (steps, traces, logs, video) that enable first pass fixes. 
• Classify severity and customer/business impact, set interim mitigations and comms, then drive to root cause and a permanent fix with a clear ETA.
• Field aware troubleshooting 
• Spend regular time at customer sites to reproduce issues and confirm fixes. Don't rely solely on remote reports. 
• Publish runbooks/checklists for Installers, Support, Field Ops, and CSMs. 
• Backlog, release & rollout ownership 
• Convert ambiguous work into detailed, actionable tickets with acceptance criteria, owners, and due dates. Maintain a prioritized, transparent backlog. 
• Define release acceptance criteria, gate app/device/cloud releases, and run staged rollouts with clear rollback triggers and owner handoffs. 
• Proactively route, tag, and chase work across teams and partner orgs. Create urgency and unblock decisions. 
• Alpha/Beta → Production graduation & deployment 
• Own feature rollout end-to-end: plan beta tests with pilot customers, collect feedback, and identify gaps to "sale-ready." 
• Write and prioritize stories to close functional, reliability, UX, and telemetry gaps. Define production-readiness criteria and own the cutover plan. 
• Provide hands-on deployment support at physical sites where hardware integration (locks, readers, controllers) requires on-site troubleshooting, validation, and installer coaching. 
• Partner with Sales/CS to create demos, FAQs, and enablement. Measure adoption and confidence. 
• Vendor & partner coordination 
• Secure and manage SDKs/sandboxes/APIs, and align on test plans and fixes. 
• Track external firmware/config changes and validate against acceptance criteria. 
• Forward pipeline 
• When fires are out, steer next increments that reduce future firefighting and raise customer trust. 

What You Need to Succeed: 

• 4+ years in Hardware Software Integration, IoT reliability, Technical Product Ownership, or Product Operations (or equivalent practical experience). 
• Demonstrated ability to trace issues end-to-end across clients, devices/firmware, controllers, networks, backends, and admin portals. 
• Proficiency with logs/traces and basic tooling (CLI, scripting, Git/Docker, dashboards/queries). 
• Clear writing, structured problem-solving, and strong cross team/vendor coordination. 
• Preferred: 
• Experience building regression test suites, reliability scorecards, or lightweight automat