Engineer Field Service/technical Support

Engineer Field Service/Technical Support

Avery Dennison Corporation is a global materials science and digital identification solutions company. We are Making Possible™ products and solutions that help advance the industries we serve, providing branding and information solutions that optimize labor and supply chain efficiency, reduce waste, advance sustainability, circularity and transparency, and better connect brands and consumers. We design and develop labeling and functional materials, radio frequency identification (RFID) inlays and tags, software applications that connect the physical and digital, and offerings that enhance branded packaging and carry or display information that improves the customer experience. Serving industries worldwide — including home and personal care, apparel, general retail, e-commerce, logistics, food and grocery, pharmaceuticals and automotive — we employ approximately 35,000 employees in more than 50 countries. Our reported sales in 2024 were $8.8 billion. Learn more at www.averydennison.com.

Job Description

Field Service Engineer (FSE) is responsible for overseeing, and executing the installation, maintenance, repair, and troubleshooting of Avery Dennison systems and equipment across customer locations. FSE is expected to demonstrate technical expertise, lead small teams of field engineers in a dedicated region, act as a point of escalation for regular technical issues, and mentor junior engineers. The role requires a blend of technical proficiency, leadership, customer-focused service delivery, and the ability to utilize emerging technologies (IoT, AR, AI) for improved service outcomes.

The FSE plays a critical role in the transformation of field service operations, as organizations increasingly adopt data-driven, proactive service models. They must be adept at using remote monitoring tools, collaborating with cross-functional teams, and ensuring the highest standards of service quality.

Duties and Responsibilities:

• Providing installation of advanced systems and equipment, often involving complex integration with customer infrastructure, ensuring adherence to engineering specifications and quality standards.
• Collaborate with internal teams (e.g., PM, sales, onboarding team) to develop customized solutions for high-end or complex customer requirements.
• Ensure the proper configuration, calibration, and operational readiness of systems upon installation or upgrade.
• Provide trainings on equipment use, maintenance, and safety procedures to clients.
• Provide diagnostics and troubleshooting for critical or highly technical equipment failures, often requiring the use of diagnostic tools, RPA or Ticketing system-based data, and AI-powered platforms.
• Resolve escalated customer issues, ensuring minimal downtime and high customer satisfaction.
• Use data analytics, predictive maintenance tools and to identify underlying causes of recurring issues and address them proactively.
• Provide predictive maintenance programs by analyzing data to anticipate and prevent equipment failures before they occur.
• Work closely with customers to develop and execute proactive service plans, ensuring systems and equipment are continually optimized for peak performance.
• Conduct site surveys and audits to assess equipment conditions, making recommendations for upgrades, repairs, or improvements that enhance system longevity and customer ROI.
• Use remote monitoring tools, Omnichannel app. and AI-based generated video to diagnostics and provide real-time assistance to team and/or customers, reducing the need for on-site visits.
• Ensure that the service data captured is used to create actionable insights for both field service operations and customer satisfaction.
• Assist in the integration of digital tools into daily operations, ensuring that engineers are using platforms like digital tools, ticketing systems, mobile apps, omnichannel, and diagnostic tools effectively.
• Establish and maintain strong relationships with key customers, acting as a trusted advisor for technical solutions and system optimization.
• Ensure customers are satisfied with service delivery by managing expectations and communicating progress throughout installations, repairs, or service events.
• Provide technical recommendations for equipment upgrades, system expansions, or new developed technologies that can help customers meet their business goals.
• Collaborate with internal teams to continuously improve service delivery processes, ensuring maximum efficiency, cost-effectiveness, and customer satisfaction.
• Lead post-service reviews to assess the success of service engagements, gather feedback, and identify opportunities for improvement.
• Contribute to the development of knowledge bases and standard operating procedures (SOPs) to improve consistency and accuracy in service delivery.
• Ensure that all field service activities comply with company policies, industry regulations, and safety standards.
• Lead risk assessments for complex installations or repairs to ensure safe working conditions for both field engineers and customers.
• Promote a culture of safety within the field service team, ensuring that safety training and practices are continually reinforced.
• Maintain accurate and timely records of all service visits, including technical issues, resolutions, parts used, and time spent.
• Provide detailed technical reports and service updates to management, including root cause analyses, maintenance schedules, and future service needs.
• Analyze service data to identify trends, potential service gaps, or opportunities for improvement in the field service operation.

Qualifications

Technical Expertise:

• High knowledge and understanding on mechanical, electrical, on both hardware and software systems used in the apparel industry such as Thermal Printing, RFID technology, Applications and other Automated Mid Size Industrial machineries with PLCs and/or IoT.
• Expertise in advanced troubleshooting techniques, both on-site and remotely, leveraging digital tools and data driven processes.

Communication:

• Fluent in English both verbal and written.
• Excellent customer-facing communication skills with the ability to translate complex technical details into understandable solutions for non-technical stakeholders.
• Ability to develop and maintain strong client relationships while understanding their evolving needs.

Problem-Solving & Analytical Skills:

• Strong critical thinking and problem-solving abilities, with a focus on quickly diagnosing issues and delivering solutions under pressure.
• Ability to analyze large sets of data from Ticketing systems and other digital tools to identify patterns, root causes, and areas for improvement.

Experience:

• Bachelor's degree in Industrial Engineering/Electrical/Mechanical or a related field, or equivalent technical certification/experience.
• Minimum of 2 years experience in the Field Service industry.
• Experience with remote support technologies, such as video assistance, AI Video, and other remote troubleshooting tools.
• Experience with complex systems and cutting-edge technologies e.g., RPA, IoT, Service Ma, etc is a plus.

Additional Information

The salary range for this position is $60,675 - $80,900 / year. The hiring base salary range above represents what Avery Dennison reasonably expects to pay for this position as of the date of this posting. Actual salaries will vary within the range, and in some circumstances may be above or below the range, based on various factors including but not limited to a candidate's relevant skills, experience, education and training, and location, as well as the job scope and complexity, responsibilities, and regular and/or necessary travel required for the position, which may change depending on the candidate pool. Avery Dennison reserves the right to modify this information at any time, subject to applicable law.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or other protected status. EEOE/M/F/Vet/Disabled. All your information will be kept confidential according to EEO guidelines.

If you require accommodations to view or apply for a job, alternative methods are available to submit an application. Please contact (440) 534-6000 or NA.TA.Operations@averydennison.com to discuss reasonable accommodations.