Remote Label Equipment Troubleshooting Specialist

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

Job summary

Heidelberg USA is seeking a Technical Clarification Specialist for the Gallus/Label product line in Marietta, GA. The role focuses on reducing downtime, troubleshooting mechanical issues, and supporting onsite service scheduling and phone support within the Global Solution Center Americas.

The ideal candidate has an associates degree or vocational training and 5–7 years of related experience, with travel up to 33%.

Qualifications

• Associates degree or vocational apprenticeship.
• 5 to 7 years of related work experience.
• Travel up to 33%.

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

Education

Associates degree or vocational apprenticeship

Job description

Heidelberg USA is seeking a Technical Clarification Specialist for the Gallus/Label product line in Marietta, GA. The role focuses on reducing downtime, troubleshooting mechanical issues, and supporting onsite service scheduling and phone support within the Global Solution Center Americas.

The ideal candidate has an associates degree or vocational training and 5–7 years of related experience, with travel up to 33%.