Field Service Engineer

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 utilise emerging technologies (IoT AR AI) for improved service outcomes.

The FSE 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.

Key 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.

• 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. Technical consultation and solutions selling:

• Act as a technical advisor provide direct engagement with clients by understanding their operational needs and recommending tailored solutions that align with product capabilities

• Collaborate with internal teams (e.g. PM sales onboarding team) to develop customised solutions for high-end or complex customer requirements

• Leveraging deep product knowledge and delivering value for clients building trust and credibility enabling successful consultative selling.

5. 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.

6. 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.

7. Process Improvement & Knowledge Sharing:

• Collaborate with internal teams to continuously improve service delivery processes ensuring maximum efficiency cost-effectiveness and customer satisfaction.

8. 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.

9. 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.

• 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.

Qualifications :

Technical Expertise:

• High knowledge and understanding on mechanical electrical on  both Hardware and software systems used in the apparel industry such as Thermal Printing RFID technology Applications and other Automated Mid Size Industrial machineries with PLCs and/or IoT

• Expertise in advanced troubleshooting techniques both on-site and remotely leveraging digital tools and data driven processes.

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:

• Bachelors 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 other remote troubleshooting tools.

• Experience with complex systems and cutting-edge technologies e.g. RPA IoT  Service Ma etc is a plus.

Additional Information :

AVERY DENNISON IS AN EQUAL EMPLOYMENT OPPORTUNITY PROVIDER

All qualified applicants will receive consideration for employment without regard to race color religion sex national origin sexual orientation gender identity disability protected veteran status or other protected status. EEOE/M/F/Vet/Disabled. All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time