Mechanical Technical Support Specialist

Heidelberg-USA; Kennesaw (GA); On-site; USD 48,000 - 51,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) plan with employer match

Life insurance

Paid time off

Job summary

Heidelberg USA is seeking a Technical Clarification Specialist Label Mechanical to reduce downtime for Gallus/Label Product customers. The role is embedded in the Global Solution Center Americas and collaborates with Lifecycle Operations to control costs and maximize profitability.

Responsibilities include diagnosing mechanical issues, providing timely remote and on-site support, coordinating case ownership, and preparing detailed service plans.

Qualifications

• 5 to 7 years of related work experience.
• Strong troubleshooting and diagnostic capabilities.
• Experience providing remote technical support and working with service teams.

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.
• Utilize diagnostic tools and maintain accurate service records and solution documentation.
• Collaborate with third-party vendors and internal teams to resolve technical issues and meet service commitments.
• Maintain and expand product knowledge through ongoing training and professional development.
• Provide technical guidance to field service teams on repairs, spare parts, and equipment upgrades.
• Perform onsite machine repairs when required and approved.
• Assist the sales team with technical product support and expertise.

Skills

Wording about skills

Other information

Tools

Diagnostic tools

Job description

Heidelberg USA is seeking a Technical Clarification Specialist Label Mechanical to reduce downtime for Gallus/Label Product customers. The role is embedded in the Global Solution Center Americas and collaborates with Lifecycle Operations to control costs and maximize profitability.

Responsibilities include diagnosing mechanical issues, providing timely remote and on-site support, coordinating case ownership, and preparing detailed service plans.