Product Specialist
Company Description
Avery Dennison Corporation (NYSE: AVY) is a global materials science and digital identification solutions company that provides 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. Serving an array of industries worldwide — including home and personal care, apparel, general retail, e-commerce, logistics, food and grocery, pharmaceuticals and automotive — we employ approximately 34,000 employees in more than 50 countries. Our reported sales in 2023 were $8.4 billion. Learn more at www.averydennison.com.
Job Description
The Product Specialist provides second level technical support for users of Avery Dennison applications that are used in a broad range of industries. The Product Specialist handles issues escalated from the first level support team and the person in this position interfaces with customers and solves problems using phone, email, and chat portals. The Product Specialist must have in-depth product expertise and advanced technical troubleshooting issues to solve complex customer issues within our service level agreements. In our fast-paced environment, support is provided in a professional, efficient, and precise manner. Our customers have high expectations for quick and accurate help.
- Configure client data (across multiple complex systems)
- Strong mastering of the product features
- Strong written and verbal communication skills
- Continuously expand knowledge of our product line
- Always deliver exceptional customer service
- Answer all questions and address all concerns that the customer may have
- Help customers determine which product is the right choice for them
- Demonstrate product functionality accurately and completely
- Accurately communicate all technical specifications
- Follow up with potential customers
- Offer related products and services to new customers
- Management of ongoing customer activity/projects
- Provide training on our products both internally and to customers
- Perform customer hardware troubleshooting
- Assist the customer support team with complex/escalated tickets
- Management of our technical documentation (Help Center) including writing new articles, editing existing articles
Qualifications
- Bachelor’s degree or equivalent preferred.
- 0 - 3 years technical experience preferred.
- Knowledge of Industry, products and applications preferred.
- Related product knowledge preferred.
- Good written, verbal and telephone communication skills.
- Good customer service skills.
- Strong attention to detail & organizational skills.
- Strong technical aptitude.
- Must be able to work on call and support on some weekends
Additional Information
Management reserves the right to revise, change or modify the duties and responsibilities of this position at any time to meet business and organizational needs. This position description may not list all duties for this position. The incumbent in this position may be asked to perform other duties. This position description is not a contract for employment and either the incumbent or the company may terminate employment at any time, for any reason.