Sr. Field Service Engineer (Semarang Placement)

Avery Dennison Indonesia (Ngaliyan, Central Java, Indonesia)

Central Java, Indonesia

We are a global materials science and digital identification solutions company with locations in over 50 countries, and we employ approximately 35,000 employees worldwide. We provide a wide range of branding and information solutions that optimize labor and supply chain efficiency, reduce waste, advance sustainability, circularity and transparency, and better connect brands and consumers. Our products and solutions include labeling and functional materials, radio frequency identification (RFID) inlays and tags, software applications that connect the physical and digital, and a variety of products and solutions that enhance branded packaging and carry or display information that improves the customer experience. We lead in serving an array of industries worldwide — including home and personal care, apparel, general retail, e-commerce, logistics, food and grocery, pharmaceuticals and automotive.

About this position

Avery Dennison RBIS is seeking a Sr. Field Service Engineer to lead and mentor a team, oversee complex installations, and provide expert troubleshooting and maintenance solutions in the apparel and footwear industry.

Responsibilities

• Lead and mentor a team of field service engineers, providing guidance on technical issues, best practices, and professional development.
• Serve as a technical escalation point for high-priority customer issues that cannot be resolved at lower levels.
• Coordinate and oversee complex installations and repairs, ensuring resources and teams are aligned to meet customer requirements and timelines.
• Ensure that all field engineers maintain high standards of service, customer interaction, and technical execution.
• Lead the installation of advanced systems and equipment, often involving complex integration with customer infrastructure, ensuring adherence to engineering specifications and quality standards.
• Collaborate with internal teams (e.g., PM, sales, onboarding team) to develop customised solutions for high-end or complex customer requirements.
• Ensure the proper configuration, calibration, and operational readiness of systems upon installation or upgrade.
• Provide expert-level 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.
• Manage and 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.
• Lead 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.
• 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.

Requirements

• Proven experience in field service engineering or a related technical role.
• Strong leadership and mentoring skills.
• Excellent problem-solving and troubleshooting abilities.
• Familiarity with advanced systems installation and integration.
• Proficient in using diagnostic tools and data analytics.
• Ability to work collaboratively with internal teams and customers.
• Strong communication and customer service skills.
• Experience with predictive maintenance and performance optimization.
• Knowledge of remote support tools and digital integration.