Label Machinery Technical Clarification Specialist

Heidelberger Druckmaschinen AG; Kennesaw (GA); On-site; USD 73,000 - 78,000; Full time

Job summary

Heidelberg USA seeks a Technical Clarification Specialist (Label Mechanical) in Marietta, GA to diagnose and resolve Gallus/Label product mechanical issues and minimize downtime. This role is embedded in the Global Solution Center Americas and involves coordinating with field teams and contractors.

The ideal candidate has an associate degree or vocational training with 5–7 years of related experience, and is prepared to travel up to 33% for on-site support across customer sites.

Qualifications

• Associates degree or vocational apprenticeship.
• 5 to 7 years of related work experience.

Responsibilities

• Provide remote technical support by diagnosing and troubleshooting equipment issues to minimize customer downtime.
• Manage service incidents and notifications, ensuring timely responses and SLA compliance.
• Coordinate case ownership, status updates, and shift handovers to ensure seamless support.
• Partner with Lifecycle Operations to reduce downtime, optimize service costs, and improve contract profitability.
• Prepare detailed troubleshooting documentation, repair recommendations, and onsite service plans.
• Identify required spare parts, technician skill levels, and estimated labor hours for service interventions.
• Analyze technical issues, elevate complex cases, and communicate updates to technical experts as needed.
• Support predictive maintenance initiatives by creating service notifications and coordinating planned interventions.

Skills

Wording about skills

Other information

Education

Associates degree or vocational apprenticeship

Job description

Heidelberg USA seeks a Technical Clarification Specialist (Label Mechanical) in Marietta, GA to diagnose and resolve Gallus/Label product mechanical issues and minimize downtime. This role is embedded in the Global Solution Center Americas and involves coordinating with field teams and contractors.

The ideal candidate has an associate degree or vocational training with 5–7 years of related experience, and is prepared to travel up to 33% for on-site support across customer sites.