Technical Clarification Specialist - Remote Support

Heidelberger Druckmaschinen AG; Acworth (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 reduce downtime and support Gallus/Label products. You will work with Lifecycle Operations, handle on-site scheduling and phone support, and analyze/mechanically troubleshoot equipment issues with timely reporting.

The role is embedded in the Global Solution Center Americas, requiring up to 33% travel and an Associates level education with 5–7 years of experience in a technical field.

Qualifications

• Requires 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.

Skills

Remote support

SLA compliance

Technical troubleshooting

Education

Associates degree or vocational apprenticeship

Job description

Heidelberg USA is seeking a Technical Clarification Specialist Label Mechanical in Marietta, GA to reduce downtime and support Gallus/Label products. You will work with Lifecycle Operations, handle on-site scheduling and phone support, and analyze/mechanically troubleshoot equipment issues with timely reporting.

The role is embedded in the Global Solution Center Americas, requiring up to 33% travel and an Associates level education with 5–7 years of experience in a technical field.