Avery Dennison Mobile Products & SaaS Support Manager in Miamisburg, Ohio
Avery Dennison Corporation (NYSE: AVY) is a global materials science and manufacturing 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 approximately 30,000 employees in more than 50 countries. Reported sales in 2018 were $7.2 billion. Learn more at www.averydennison.com.
The Mobile Products and SaaS Support Manager provides complete application and general technical consulting support to Customers, Field and Depot Service Technicians as well as Sales Account Managers, SI Consultants and Product Line Team Members They will partner with SaaS Development Operations (SaaS DevOps), Product Line Management, Marketing, Sales and other business teams to meet and deliver successful and profitable support for the associated printer families, IoT devices, SaaS Multi-Tenant and base applications software solutions. The Product Support Manager must be able to communicate technical issues with colleagues and customers that have diverse levels of experience. They will need to be able to clearly explain issues and corrective actions in a way that is understood by the highly experienced as well as a tech-challenged end user. They will need to be an active listener to a clients concerns, and to then use what was heard to help solve their problem.
Provide thorough application and technical consulting by communicating directly with customers.
Provide technical support, service documentation, technical bulletins, email distribution of product corrective actions internationally.
Update team on field issues, quality concerns, trends in the market place where our solutions are implemented etc.
Capture data in applicable systems/platforms for use for troubleshooting and Diagnostics.
Apply fixes, patches or operating system updates
Support DevOps user setup, data migration and testing
Conduct applications assessment and troubleshooting.
Post sale customer support for printer updates through SFTP servers or via thumb drives.
Uncover customer needs and new opportunities.
Gather information on all products.
Accumulate product knowledge of all assigned and associated products.
An important facet of this position is to Liaison with Engineering and Product Line Managers on behalf of Customers and Field Service Reps.
This position requires a broad skill set including mechanical systems as well as Networking and troubleshooting capabilities.
Capable of Providing Training/Information Transfer Sessions with peers and clients
Provide Support to Internal Product Teams, Engineers, Sales, Marketing, Bench Techs
Must be able to Work Independently
Bachelor’s degree Computer Information Systems or equivalent preferred.
0-3 years experience with basic scripting, programming and working with various software and hardware, web-based SaaS applications.
Understanding of common Wireless Connectivity and Encryption settings.
Internet Connectivity as well as LAN / WAN & Network Monitoring Software
Server/Cloud based Applications
Knowledge of Industry, products and applications preferred. PC, iOS, Android
Related product knowledge preferred i.e RFID, Thermal/Thermal Transfer printer and media.
Excellent written, verbal and telephone communication skills.
Excellent customer service skills.
Understanding of applicable computer systems, such as Microsoft Office, Google Docs and function specific software such as required Oracle instances and SaaS software environments.
Strong Interpersonal Skills
Ability to prioritize tasks, a.k.a. Time Management
Strong attention to detail & organizational skills.
Strong technical aptitude.
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.
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