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.

Director, Commercial Mechanical Product Support-Remote Indiana-Remote Ohio-Remote Illinois

Job Summary: We are seeking a highly skilled and experienced Director of Commercial Product Support with a strong customer and mechanical product focus. As the Director of Commercial Product Support, you will be responsible for leading and managing a team of product support specialists spanning door controls, exit device, accessories, hollow metal, and mechanical lock products. You will build and maintain strong relationships with our internal sales staff, quality organization, product management, customers, and end users. In addition to investing in training and developing the existing staff, you will also focus on developing and implementing strategies to enhance the overall customer experience through knowledge management content creation, self-service tools, and other innovative technologies.

What You will Do:

• Lead and manage a team of product support managers and specialists, providing guidance, training, and resources to deliver exceptional support utilizing technology solutions.

• Identify and evaluate opportunities to enhance the overall customer experience through knowledge management content creation, self-service tools, and other innovative technologies.

• Develop and implement a mechanical product support strategy aligned with Allegion’s overall goals and objectives, considering customer dynamics and business needs.

• Drive improvements to our overall support strategy from end to end – including Pre-sale, Installation, and Post-sale.

• Collaborate with cross-functional teams, including product management, sales, and quality to identify and implement opportunities to leverage customer feedback into internal processes.

• Lead initiatives to optimize the utilization and efficiency of our mechanical products promoting collaboration and a consistent customer experience.

• Stay updated on industry trends, best practices and emerging technologies, leveraging this knowledge to drive innovation, sustainability, and continuous improvement.

• Lead and build a learning and innovative culture within the team, emphasizing the importance of technology and self-service tools to improve the customer experience.

• Set performance goals and monitor key performance metrics to evaluate the effectiveness of the mechanical product support team.

• Manage escalated customer inquiries and complaints, ensuring timely and satisfactory resolution.

• Prepare and analyze regular reports on customer trends, performance metrics, and technology implementation progress for management review.

• Adopt change quickly; Be a champion of change and proactively identify opportunities and initiate processes to support change effort.

• Ensure employee engagement and support in business initiatives, strategy and overall direction.

• Develop and manage relationships with other Allegion functional leaders to deliver on corporate strategies and initiatives.

• Develop a leadership culture by challenging the team to think with an enterprise perspective, generate innovative ideas to enhance the customer experience and build the organization.

What You Need to Succeed:

• Bachelor's degree in business administration, engineering, or a related field.

• 5 + years of proven experience in a leadership role within a technical function, with a focus on driving improvements through people development & technology implementation.

• Strong understanding of customer behavior and the ability to leverage technology to enhance the customer experience and build brand loyalty.

• Excellent communication and interpersonal skills, with the ability to effectively communicate complex technical concepts to non-technical individuals.

• Strong problem-solving and decision-making abilities, with a focus on finding innovative technology solutions to enhance customer loyalty.

• Ability to work in a fast-paced environment and handle multiple priorities simultaneously.

• Demonstrated leadership skills, with the ability to inspire and motivate a team to achieve exceptional results.

• Familiarity with CRM systems, call center staffing modeling, and knowledge management platforms

• Ability to travel up to 20% as needed

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”.

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

• Tuition Reimbursement

• Unlimited PTO

• 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 testing and coaching

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.

#LI-TB1

#LI-Remote

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 (Careers@Allegion.com) .

© 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 (https://www.allegion.com/corp/en/careers/equal-opportunity.html)

Privacy Policy

We are Allegion.

A team of experts.

United under a common desire;

Protect today innovate for tomorrow.

And never settle for the status quo.

We believe in anticipating opportunities

by sharpening our skills

and finding new answers

through collaboration.

We believe in a safer, more secure world.

We believe in providing peace of mind.

We believe in being true to ourselves and to those

who trust-in our protection.

We are many. We are one.

We are Allegion.