Product Support Manager

Company Description

Avery Dennison (NYSE: AVY) is a global materials science and manufacturing company specializing in the design and manufacture of a wide variety of labeling and functional materials. The company’s products, which are used in nearly every major industry, include pressure-sensitive materials for labels and graphic applications; tapes and other bonding solutions for industrial, medical and retail applications; tags, labels and embellishments for apparel; and radio frequency identification (RFID) solutions serving retail apparel and other markets. Headquartered in Glendale, California, the company employs approximately 30,000 employees in more than 50 countries. Reported sales in 2017 were $6.6 billion. Learn more at www.averydennison.com.
Avery Dennison is an equal opportunity employer. 

Job Description

The Food and Logistics Product Support Manager provides complete application and general technical consulting support to Customers, Field and Depot Service Technicians as
well as Sales Account Managers, SI Consultants and Product Line Team Members. They will partner with SaaS Development Operations (SaaS DevOps), Product Line
Management, Marketing, Sales and other business teams to meet and deliver successful and profitable support for the associated printer families, IoT devices, SaaS Multi-Tenant
and base applications software solutions. The Product Support Manager must be able to communicate technical issues with colleagues and customers that have diverse levels of
experience. They will need to be able to clearly explain issues and corrective actions in a way that is understood by the highly experienced as well as tech-challenged end users.

They will need to be an active listener to a client's concerns, and to then use what was heard to help solve their problem.

REPRESENTATIVE ACTIVITIES:  
 Provide thorough application and technical consulting by communicating directly with customers.
 Provide technical support, service documentation, technical bulletins, email distribution of product corrective actions internationally.
 Update team on field issues, quality concerns, trends in the market place where our solutions are implemented etc.
 Capture data in applicable systems/platforms for use for troubleshooting and Diagnostics. 
 Apply fixes, patches or operating system updates.
 Support DevOps user setup, data migration and testing.
 Conduct applications assessment and troubleshooting.
 Post sale customer support for printer updates through SFTP servers or via thumb drives.
 Uncover customer needs and new opportunities.
 Gather information on all products.
 Accumulate product knowledge of all assigned and associated products.
 An important facet of this position is to Liaison with Engineering and Product Line Managers on behalf of Customers and Field Service Reps.

Qualifications

 This position requires a broad skill set including mechanical systems as well as Networking and troubleshooting capabilities.
 Capable of Providing Training/Information Transfer Sessions with peers and clients.
 Provide Support to Internal Product Teams, Engineers, Sales, Marketing, Bench Techs.
 Must  be able to Work Independently.
 Bachelor’s degree Computer Information Systems or equivalent preferred.
 0-3 years experience with basic scripting, programming and working with various software and hardware, web-based SaaS applications.
 Understanding of common Wireless Connectivity and Encryption settings.
 Internet Connectivity as well as LAN / WAN & Network Monitoring Software . 
 Server/Cloud based Applications.
 Knowledge of Industry, products and applications preferred. PC, iOS, Android.
 Related product knowledge preferred i.e RFID, Thermal/Thermal Transfer printer and media. 
 Excellent written, verbal and telephone communication skills.
 Excellent customer service skills.
 Understanding of applicable computer systems, such as Microsoft Office, Google Docs and function specific software such as required Oracle instances and SaaS software environments. 
 Strong Interpersonal Skills
 Ability to prioritize tasks, a.k.a. Time Management
 Strong attention to detail & organizational skills.
 Strong technical aptitude.

Additional Information

AVERY DENNISON IS EVERYWHERE YOU LOOK:
We not only embrace change… we drive it. We work hard, push hard, and take brave risks. Our culture is innovative and collaborative - where bold ideas turn into action. We grow strong talent through stretch opportunities only restricted by your interests. We are committed to workplace diversity, both for employees and for the business. We are a force for good, imbedded in industries and communities worldwide. We are