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Technical Support Specialist, Postpress
Heidelberg - Sandy Springs, GA
posted 4 days ago
About the position
Heidelberg USA is a reliable and highly innovative partner to the printing industry. Our brand has been synonymous with quality and future viability for more than 170 years. This means that we are a company with a long tradition, but at the same time we help define the future trends in our industry thanks to state-of-the-art technologies and innovative business ideas. We are dedicated to our equipment, our technology, our associates, and our customers. Come join the team! We are now hiring a Postpress Service Support associate for the US. This role requires a minimum of 3 years' experience in printing (Stahlfolder folding equipment) as a specialist role in a help desk function or open to operational/service on equipment. Candidates with experience on Stahlfolders are strongly sought out.
Responsibilities
- Provide help desk support to reduce downtime for our installed customer base.
- Analyze, diagnose, and troubleshoot failures on customer equipment, via telephone, internet-based diagnostics, visual support, or e-mail.
- Monitor the notification queue, ensure that new notifications are taken over within the given timeframe.
- Provide detailed problem descriptions in SalesForce.
- Provide detailed solution / repair / troubleshooting steps and documentation to the Field Service Representatives for all onsite service calls.
- Able to perform basic log file analysis.
- Maintain Product knowledge.
Requirements
- 3+ years of recent experience as Postpress Technical Specialist on Stahlfolder or Postpress equipment
- Experience as an operator/service technician on this Stahlfolder or Postpress equipment
- Computer/tech savvy
- Customer service skills
- Help Desk Experience
- 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
