Remote Technical Support Specialist: Downtime Reduction

Heidelberger Druckmaschinen AG; Alpharetta (GA); On-site; USD 74,000 - 78,000; Full time

Job summary

Heidelberg USA is seeking a Technical Clarification Specialist Label Mechanical to support Gallus/Label products from Marietta, GA. The role focuses on diagnosing mechanical issues, reducing downtime, and coordinating with Lifecycle Operations to improve contract profitability.

Onsite work and travel up to 33% are expected. The candidate should have an associates degree or vocational apprenticeship and 5–7 years of related experience in a technical field.

Qualifications

• Associates degree or vocational apprenticeship required.
• 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.
• 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.
• Travel up to 33%.

Education

Associates degree or vocational apprenticeship

Job description

Heidelberg USA is seeking a Technical Clarification Specialist Label Mechanical to support Gallus/Label products from Marietta, GA. The role focuses on diagnosing mechanical issues, reducing downtime, and coordinating with Lifecycle Operations to improve contract profitability.

Onsite work and travel up to 33% are expected. The candidate should have an associates degree or vocational apprenticeship and 5–7 years of related experience in a technical field.