Remote Technical Clarification Specialist - Label Machinery

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

Job summary

Heidelberg USA is seeking a Technical Clarification Specialist for Gallus/Label products in Marietta, GA. You will diagnose mechanical issues, reduce downtime, and provide detailed reporting to specialists.

The role is embedded in the Global Solution Center Americas and requires collaboration with Lifecycle Operations to control costs and improve profitability. Responsibilities include remote diagnostics, service incident management, case ownership, and preparation of repair plans.

Qualifications

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

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

5 to 7 years of related work experience

Job description

Heidelberg USA is seeking a Technical Clarification Specialist for Gallus/Label products in Marietta, GA. You will diagnose mechanical issues, reduce downtime, and provide detailed reporting to specialists.

The role is embedded in the Global Solution Center Americas and requires collaboration with Lifecycle Operations to control costs and improve profitability. Responsibilities include remote diagnostics, service incident management, case ownership, and preparation of repair plans.