Engineer Field Service/Technical Support

Avery Dennison • Dallas, TX

102d • $60,675 - $80,900 • Remote

About The Position

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.

Requirements

• High knowledge and understanding of mechanical, electrical, hardware and software systems used in the apparel industry.
• Expertise in advanced troubleshooting techniques, both on-site and remotely.
• Fluent in English both verbal and written.
• Excellent customer-facing communication skills.
• Strong critical thinking and problem-solving abilities.
• 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 and AI Video.

Nice To Haves

• Experience with complex systems and cutting-edge technologies e.g., RPA, IoT, Service Management.

Responsibilities

• Providing installation of advanced systems and equipment, ensuring adherence to engineering specifications and quality standards.
• Collaborate with internal teams 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.
• Resolve escalated customer issues, ensuring minimal downtime and high customer satisfaction.
• Use data analytics and predictive maintenance tools to identify underlying causes of recurring issues.
• Provide predictive maintenance programs by analyzing data to anticipate and prevent equipment failures.
• Conduct site surveys and audits to assess equipment conditions and make recommendations.
• Use remote monitoring tools and AI-based generated video to provide real-time assistance.
• Establish and maintain strong relationships with key customers, acting as a trusted advisor.
• Ensure customers are satisfied with service delivery by managing expectations.
• Collaborate with internal teams to continuously improve service delivery processes.
• Lead post-service reviews to assess the success of service engagements.
• Ensure that all field service activities comply with company policies and safety standards.
• Maintain accurate and timely records of all service visits and provide detailed technical reports.

Benefits

• 401k
• health insurance
• dental insurance
• vision insurance
• life insurance
• disability insurance
• paid holidays
• tuition reimbursement
• employee stock purchase plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Paper Manufacturing
• Education Level: Bachelor's degree