Remote Technical Support Specialist – Label Machinery

HUS Heidelberg USA, Inc.; Kennesaw (GA); On-site; USD 73,000 - 78,000; Full time

Job summary

Heidelberg USA is seeking a Technical Clarification Specialist - Label Mechanical in Marietta, GA to diagnose and troubleshoot Gallus/Label product mechanical issues and to reduce downtime. You will work with the Lifecycle Operations team to minimize downtime and protect contract profitability.

The role requires 5–7 years of related experience, an associate degree or vocational training, and up to 33% travel. Salary ranges from $72,800 to $78,000 annually, with typical benefits under US law.

Qualifications

• Associate degree or vocational apprenticeship required.
• 5 to 7 years of related work experience.
• Ability to travel up to 33%.

Responsibilities

• Provide remote technical support by diagnosing and troubleshooting equipment issues to minimize 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, escalate 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

Education

Associate degree or vocational apprenticeship

5 to 7 years of related work experience

Job description

Heidelberg USA is seeking a Technical Clarification Specialist - Label Mechanical in Marietta, GA to diagnose and troubleshoot Gallus/Label product mechanical issues and to reduce downtime. You will work with the Lifecycle Operations team to minimize downtime and protect contract profitability.

The role requires 5–7 years of related experience, an associate degree or vocational training, and up to 33% travel. Salary ranges from $72,800 to $78,000 annually, with typical benefits under US law.