Avery Dennison Corporation (NYSE: AVY) is a global materials science 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 more than 35,000 employees in more than 50 countries. Reported sales in 2021 were $8.4 billion.
Learn more at averydennison.com.
ABOUT AVERY DENNISON RBIS
Avery Dennison RBIS, a global leader in apparel and footwear industry solutions, is a $1.52 billion division of Avery Dennison (NYSE: AVY). Avery Dennison RBIS provides intelligent creative and sustainable solutions that elevate brands and accelerate performance throughout the global retail supply chain. We elevate brands through graphic tickets, tags and labels, embellishments, and packaging solutions that enhance consumer appeal. We accelerate performance through RFID-enabled inventory and loss prevention solutions, price management, global compliance, and brand security solutions.
Based in Westborough, Massachusetts Avery Dennison RBIS responsibly serves the global marketplace with operations in 115 locations, 50 countries, across 6 continents. For more information, visit www.rbis.averydennison.com.
Field Service Engineer (SFSE) 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 utilise emerging technologies (IoT, AR, AI) for improved service outcomes.
The SFSE plays a critical role in the transformation of field service operations, as organisations 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 customised 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 analysing 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 optimised 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 for equipment upgrades, system expansions, or new developed technologies that can help customers meet their business goals.
6. Process Improvement & Knowledge Sharing:
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.
7. Health, Safety, and Compliance:
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.
8. Reporting & Documentation:
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.
Analyse service data to identify trends, potential service gaps, or opportunities for improvement in the field service operation.
SKILL & QUALIFICATIONS
Technical Expertise:
In-depth knowledge of mechanical, electrical, and software systems used in the apparel industry (e.g., RFID, PLCs, industrial machinery, Labelling Printers, etc.).
Expertise in advanced troubleshooting techniques, both on-site and remotely, leveraging digital tools and data insights.
Communication:
Fluent in English both verbal and written, Mandarin is a Plus
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 analyse 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 virtual troubleshooting tools.
Proven experience working with high-tech, complex systems and cutting-edge technologies (e.g., RPA, IoT, Service MaxI).