Remote Technical Support & Troubleshooting Specialist

Heidelberg; Marietta (GA); On-site; USD 73,000 - 78,000; Full time

Job summary

Heidelberg USA in Marietta, GA is seeking a Technical Clarification Specialist (Label Mechanical) to reduce downtime for Gallus/Label customers. You will analyze and troubleshoot mechanical problems, provide remote support, and generate detailed repair guidance for field service teams to minimize unplanned downtime and keep SLA commitments.

The role requires an Associate degree or vocational apprenticeship and 5–7 years of related experience, with travel up to 33%.

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, 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.

Education

Associates degree or vocational apprenticeship

Job description

Heidelberg USA in Marietta, GA is seeking a Technical Clarification Specialist (Label Mechanical) to reduce downtime for Gallus/Label customers. You will analyze and troubleshoot mechanical problems, provide remote support, and generate detailed repair guidance for field service teams to minimize unplanned downtime and keep SLA commitments.

The role requires an Associate degree or vocational apprenticeship and 5–7 years of related experience, with travel up to 33%.