Avery Dennison Support Desk Technician in Miamisburg, Ohio
Avery Dennison (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 approximately 30,000 employees in more than 50 countries. Reported sales in 2018 were $7.2 billion. Learn more at www.averydennison.com.
Under limited supervision, position is responsible for providing technical phone support for Avery Dennison customers, VAR’s, and Service personnel. Position will track and report all product failure trends to the responsible Product Support Manager and the Manager, Technical Services.
Provide basic to intermediate technical software and hardware phone support for Avery Dennison customers and Value Added Reseller’s. Use judgment and decision making in escalating calls to the appropriate Field Technician or Product Support Manager. Has the authority to replace out-of-the-box-failure products.
Provide intermediate technical software and hardware phone support to field Service personnel. Use judgment and decision making skills in escalating issues to the appropriate Product Support Manager.
Provide on-going feedback to management on the identification of required training of field personnel ensuring they have appropriate knowledge to efficiently and proactively service products.
Maintain 80-90% warranty call avoidance rate by assisting the customer through troubleshooting routines, based on product and problem, reducing the number of warranty calls going to Field Service personnel or shipments to the Electronic Repair Center.
Track and report; Warranty, product specific and problem specific issues / failures etc. Incumbent provides appropriate documentation to the appropriate Product Support Manager and /or management. Tracking and reporting is done through service-related software such as Oracle, Excel, and Access programs.
Design custom formats for new customer printer sales and updates current customer formats when required. Maintains customer format files per ISO procedures.
As a member of the technical support team, incumbent trains, assists, and supports other team members in problem solving and meeting department, Service, and Avery Dennison goals. Continuously reviews current processes and searches out improvement methods to improve product / process quality, reduce waste, rework, and unnecessary work that adds no value to the work or process.
Associate Degree in Engineering Technology field of study
Minimum of 12 months experience detailed thermal product service.
Must have demonstrated computer literacy including software applications and network connectivity.
Must be able to comprehend and utilize parts breakdowns, engineering drawings, and schematics within training period.
Must have ability to analyze complex customer situations and reply quickly in a variety of situations.
Must have proven communication and listening skills and a courteous telephone manner.
Good organization and attention to detail.
Must be able to work as a member of a group / team.
Must be able to successfully complete all product training and department procedure process training within established time frames.
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 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