Technical Support Specialist, Postpress

$35 - $38/Yr

Heidelberg - Alpharetta, GA

Full-time - Mid Level

Alpharetta, GA

Machinery Manufacturing

About the position

Heidelberg USA is seeking a Postpress Service Support associate for the US, specifically for the Stahlfolder Postpress Help Desk Specialist role. This position is based in Kennesaw, GA and is not remote. The ideal candidate will have a minimum of 3 years' experience in the printing industry, particularly with Stahlfolder folding equipment, and will be responsible for providing technical support to reduce downtime for customers. The role involves analyzing and troubleshooting equipment failures, providing detailed documentation, and maintaining product knowledge.

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 and 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.
• 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 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