Allegion Digital Customer Experience Field Support Specialist in Needham Heights, Massachusetts
Digital Customer Experience Field Support Specialist
As a DCX Field Support Specialist within the Digital Customer Experience team, you will have responsibility for supporting customer experience elements which will influence a digital, customer-centric organizational culture. You will use complex problem solving methodologies, strong relationship and customer support skills to gain understanding of customer pain points, and partner throughout the organization to drive improvements. This role will contribute to the high-touch, field experience support team that will embed in the Allegion culture an understanding of the customer’s journey, construction project cycles, and the root issues impacting the customer’s overall experience. This information is critical to developing and implementing digital solutions relevant to what customers want and need, in addition to driving internal (Allegion) improvement priorities. This role will participate in identifying initiatives to ensure permanent resolution to chronic customer issues throughout customer journey stages which requires a proven, solid foundation in customer issue identification, support and resolution.
Deliver Field Experience Support:
Provide high touch support in the field to identify pain points across customer journey phases.
Collaborate with key partners, including but not limited to, CX Managers, Sales Reps/Leaders, and Customers to support the field experience.
Assist with executing a strategic closed-loop process methodology through Voice of the Customer feedback and monitor/track execution across the enterprise.
Assist in the identification of programs and projects to mitigate issues with the customer base.
Partner with the pre/post support teams, factories, product management, and quality to prioritize issue resolution.
Participate with CX Managers to develop and implement formal projects to eliminate chronic, systemic issues that negatively impact the customer’s experience.
Develop list of investigative tasks designed to determine the root cause for basic issues, which are then executed by the pre/post support representatives at the SSC, utilizing additional team resources as required.
Assume CX duties for any customer account relationship not already identified as strategic within a region, but still considered “of value.”
Serve as an Allegion ambassador to foster strategic, customer-centric relationships, including actively participating with Sales in customer site visits, to better understand the customer’s “points of pain” and to provide an emotional connection thereby enhancing Allegion’s ability to design intentional experiences to grow loyalty and revenue opportunity.
Make reasonable decisions on the frontline and coordinate efforts to implement effective change accordingly.
Dotted line reporting back into CX Manager to provide business intelligence regarding the overall customer experience and key insights into specific efforts such as IPO/MPO analysis.
Participate in new program and/or project initiatives related to customer experience strategies, systems, people, process or improvements to drive brand loyalty and revenue growth.
Serve as resource in responding to specific client inquiries through enterprise portals and other direct communications.
Support RMA and warranty labor issues such as completing paperwork, call backs, etc.
Evangelize CX message through interactions with internal business partners, including operations, sales, and other areas of Allegion.
Assist in the delivery of training for adoption of digital solutions, internally and with customers.
Provide project management assistance for process and system implementations impacting sales touchpoints and customers.
Use Voice of the Customer feedback and customer observational approaches to provide deep customer understanding back into the enterprise.
Drive deeper understanding of customers, their needs, the ecosystem and the customer landscape related to meeting needs in each journey phase.
Assist with pilot testing of concept realization for refinement until ideas become concrete outputs ready for broader enterprise implementation.
Provide high-touch responsiveness to customer issues to resolve problems and to track/trend issues to drive improvement practices deeper in the organization.
Provide local onboarding support to Sales for new Sales Representatives relative to the digital /CX experience.
Bachelor’s degree preferred
2-4 years progressive customer facing experience
Exceptional customer focus with ability to understand customer needs
Ability to interact and communicate effectively at all levels of the organization
Experience with process improvement initiatives
Excellent oral, written and presentation skills
Problem solving ability in a complex environment
Experience in driving process improvements and transactional efficiencies
Customer centric with the ability to balance customer benefits and business goals effectively
Strong organizational skills with the ability to execute/implement on strategic design
Capability to manage multiple priorities, manage virtual teams and gain cooperation while driving accountability
Collaboration and strong interpersonal skills leading within the organization as a change agent
Experience with multiple ERP (Oracle, SAP, Microsoft Dynamics, etc.) and CRM (Siebel, Dynamics CRM)
Advanced experience utilizing analytical tools (e.g. Excel, Access, MSBI)
Allegion is a diverse and inclusive environment. We are an equal opportunity employer and we are dedicated to hiring qualified protected veterans and individuals with disabilities. If for any reason you cannot apply through the career site, please click here at mailto:SpecialAssistance_TalentAcquisition@Allegion.com for special accommodation.
All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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