Stahlfolder Postpress Help Desk Specialist

$72,800 - $79,040/Yr

Heidelberg Us - Woodstock, GA

Full-time - Mid Level

Onsite - Woodstock, GA

Merchant Wholesalers, Durable Goods

About the position

The Stahlfolder Postpress Help Desk Specialist at Heidelberg USA is responsible for providing technical support and troubleshooting for Stahlfolder folding equipment. This role focuses on reducing downtime for customers by offering mechanical, electrical, and operational assistance. The specialist will work closely with field service technicians and utilize various communication methods to diagnose and resolve issues effectively.

Responsibilities

• Provide help desk support to reduce downtime for the installed customer base.
• Analyze, diagnose, and troubleshoot failures on customer equipment via telephone, internet-based diagnostics, visual support, or email.
• Monitor the notification queue and ensure new notifications are addressed within the given timeframe.
• Provide detailed problem descriptions in SalesForce.
• Document solution, repair, and troubleshooting steps for Field Service Representatives for onsite service calls.
• Perform basic log file analysis.
• Maintain product knowledge.

Requirements

• 3+ years of recent experience as a Postpress Technical Specialist on Stahlfolder or Postpress equipment.
• Experience as an operator/service technician on Stahlfolder or Postpress equipment.
• Strong computer and technical skills.
• Excellent customer service skills.
• Help desk experience.

Nice-to-haves

• Availability to work overtime and weekends as needed.

Benefits

• Medical, dental, and vision coverage eligibility from day 1
• Short- and long-term disability coverage offered
• 401 (K) plan with employer match
• Life insurance coverage offered
• Vacation, Sick and Personal Time Off offered
• 10 company holidays
• 4 floating holidays