Engineer Field Service/Technical Support

Company Description

Avery Dennison Corporation (NYSE: AVY) 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

1. Installation & System Integration:

• 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

2. Troubleshooting & Problem Resolution:

• 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.

3. Proactive Maintenance & Performance Optimization:

• 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.

4. Remote Support & Digital Tools Integration:

• 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.

5. Customer Engagement & Relationship Management:

• 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