Field Technical Service Representative

Company Description

Avery Dennison Corporation (NYSE: AVY) is a global materials science and digital identification solutions company that provides branding and information labeling solutions, including pressure-sensitive materials, radio-frequency identification (RFID) inlays and tags, and a variety of converted products and solutions. The company designs and manufactures a wide range of labeling and functional materials that enhance branded packaging, carry or display information that connects the physical and the digital, and improve customers’ product performance. The company serves an array of industries worldwide, including home and personal care, apparel, e-commerce, logistics, food and grocery, pharmaceuticals and automotive. The company employs approximately 36,000 employees in more than 50 countries. Reported sales in 2022 were $9.0 billion. Learn more at www.averydennison.com.

At Avery Dennison, some of the great benefits we provide are:

• Health & Wellness benefits starting on day 1 of employment
• Paid parental leave
• 401K eligibility
• Tuition reimbursement
• Flexible work arrangements
• Employee Assistance Program eligibility / Health Advocate
• Paid vacation and Paid holidays

Job Description

Avery Dennison is seeking a Field Technical Service Representative to support the customers and end users of our Reflective Solutions business in North America. In this role, you will be responsible for serving as the technical interface between the customer and our company engineering, manufacturing and program management representatives. You will provide on-site field and remote technical support, such as end-user problem solving, systems integration, complaint investigation, root cause analysis, customer and field sales training, support of new product development, product trials. As this role interacts heavily with technology and product development, your responsibilities will adapt and grow as our company does.

Key Responsibilities:

• Provide training, consultation and support to customers, sales, technical leaders, application consultants and quality consultants in Reflective Products.
• Engage with customers to tackle problems and issues by identifying short-term root cause and corrective actions. Share a point of view for resolving technical problems, fix product and modify/customize product as needed to meet customer needs and requirements.
• Timely resolution of formal customer and end-user complaints.
• Assess customer needs in order to recommend appropriate products/services.
• Perform analysis, consult with end-user IT staff and vendors as needed, and provide systems integration services which may include third-party products.
• Find opportunities for professional services revenues.
• Assist company’s functional areas, such as sales and marketing teams in promoting and selling products, services, and programs
• Prepare and conduct technical sales briefings for customer and company representatives.
• Liaison with Operations on customer technical issues and needs, identifying product and process improvements.
• Translate CTQs for new platform and product application development projects. Technical Administrative & Engineering Support
• Develop a portfolio of internal and customer training tools/presentations.
• Support Product Data sheet development for new product launches.
• Identify and summarize new marketing and technical trends.
• Gain preliminary understanding of regulatory/compliance requirements in targeted market segments.
• Provide timely, detailed follow-up trip reports on visits and field observations

* This position is 60% travel and open to remote locations*

Qualifications

• HS Diploma or equivalent required. Associates, Bachelors or other advanced degrees preferred.
• 3+ years related technical experience required.
• Strong customer relationship-building experience required.
• Experience with product development and product commercialization processes.
• Excellent problem-solving and analytical skills.
• Strong collaboration and relationship building skills.
• Training and project management experience and skills.
• Strong customer focus and orientation.
• Strong attention to detail & organizational skills.
• Understanding of applicable computer systems, such as Microsoft Office, Google Suite and design software is a plus.
• Excellent written and verbal communication and presentation skills.
• Experience with or solid understanding of strategic improvement plans.
• Frequent travel- up to 60%.
• Ability to work with a field service management software for processing service calls.
• Effective time management to prioritize service calls