Service Technician/Engineer

Avery Dennison•Liverpool, NY

13d•Onsite

About The Position

The 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, specifically supporting our customer base on the East Coast. The FSE is expected to demonstrate technical expertise in apparel customization and marking equipment, acting as a point of escalation for technical issues and a mentor for junior engineers. The role requires a blend of technical proficiency, 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, using remote monitoring tools and data-driven proactive service models to ensure the highest standards of quality.

Requirements

High knowledge of mechanical and electrical systems (110V and 220V) and software used in the apparel industry.
Hands-on experience with Thermal Printing, RFID technology, Embroidery machines, Heat presses, and Automated Mid-Size Industrial machineries with PLCs and/or IoT.
Expertise in advanced troubleshooting techniques, leveraging digital tools and data-driven processes.
Fluent in English (verbal and written).
Excellent customer-facing communication skills with the ability to translate complex technical details for non-technical stakeholders.
Strong critical thinking skills with the ability to deliver solutions under pressure.
Bachelor’s degree in Industrial Engineering, Electrical, Mechanical, or a related technical field (or equivalent technical certification/experience).
Minimum of 2 years of experience in the Field Service industry.
Experience with remote support technologies (Video assistance, AI Video, RPA, ServiceMax).
Must reside on the East Coast and be located near a major airport to facilitate frequent travel.

Responsibilities

Lead on-site installations of advanced systems, including apparel customization, marking equipment, and complex integrations with customer infrastructure.
Collaborate with internal teams (PM, Sales, Onboarding) to develop customized solutions for high-end customer requirements.
Ensure proper configuration, calibration, and operational readiness of systems (including embroidery machines and heat presses) upon installation.
Provide training on equipment use, maintenance, and safety procedures to clients.
Provide diagnostics and troubleshooting for critical equipment failures, utilizing diagnostic tools, RPA, ticketing systems, and AI-powered platforms.
Resolve escalated customer issues both in-person and remotely, ensuring minimal downtime and high satisfaction.
Use data analytics and predictive maintenance tools to address recurring issues proactively.
Execute predictive maintenance programs by analyzing system data to anticipate and prevent equipment failures.
Conduct site surveys and audits to assess equipment conditions, making recommendations for upgrades or repairs that enhance customer ROI.
Work closely with customers to develop proactive service plans to keep systems optimized for peak performance.
Provide real-time assistance via phone, Omnichannel apps, and AI-generated video to reduce the need for on-site visits.
Assist in the integration of digital tools (ServiceMax, mobile apps, diagnostic platforms) into daily operations.
Establish and maintain strong relationships with key customers, acting as a trusted advisor for technical solutions.
Manage customer expectations and communicate progress throughout installations or service events.
Provide recommendations for equipment upgrades and new technologies (RFID, Automated machinery) to help customers meet business goals.
Collaborate with internal teams to improve service delivery efficiency and cost-effectiveness.
Ensure all activities comply with company policies, industry regulations, and safety standards (including 110V and 220V electrical safety).
Maintain accurate and timely records of service visits, technical issues, parts used, and root cause analyses.
Support events at customer locations and venues by ensuring all solutions are installed successfully and operational prior to start times.
Provide comprehensive on-site training to event operators and, when necessary, act as a hands-on event operator to ensure technical continuity and a successful customer experience.