Field Service Technician, Postpress

What We Are Looking For

We are looking for a Field Service Technician to join our team in Multiple Locations as a remotely located employee as you will be traveling to customer locations in your region. This position is responsible for working at customer sites to provide on-site setup, installation and repair of Heidelberg Commercial Bindery equipment including Polar Cutters and Stahl Folders. This position is responsible for the installation, troubleshooting, repair work and customer training on all Heidelberg Postpress Commercial products (Polar Cutters, Stahlfolder equipment). Technicians take ownership of each assignment and escalate to second level when necessary to ensure customer satisfaction and closure of the job.

What You Will Do

• Perform mechanical/electrical troubleshooting of Heidelberg Postpress bindery equipment
• Conduct maintenance & training on Heidelberg Postpress commercial bindery equipment
• Work with assigned qualified riggers to install and/or move new or used equipment
• Return all parts noted as unused, out of box failures, wrong part sent, etc.
• Complete all paperwork in a timely manner (expenses, time sheets, online training, car maintenance, etc.)
• Keep dispatch team informed on the amount time you expect will be required to complete a particular job, update when or if situation changes
• Keep customer updated your eta and status of repairs
• Equipment installations which includes working with riggers, un-packing the equipment, accessories, control cabinets, checking electrical power and compressed air while working with a Certified Electrician, initial setup and adjustment, and thoroughly testing the equipment to ensure the equipment is performing to factory standards
• Provide initial and on-going formal customer operator and equipment maintenance training. This includes delivering training to customer based on customer needs. Customer training also includes assessing customer training needs and making recommendations to Heidelberg US (HUS) regarding the need for additional training
• Provide periodic on-site trouble-shooting and repairs on equipment that may be experiencing complex electrical, mechanical or pneumatic problems as directed by Field Service Manager and/or Global Support Center (GSC) customer support team
• Provide detailed technical feedback via Mobile Service App (MService) during and after each customer visit following Heidelberg US guidelines
• Demanding schedule including travel up to 75% of workweek, as well as occasional weekend work to meet customer needs

Skills

• Demonstrated customer management skills, strong commitment to customer satisfaction
• Demonstrate ability to independently manage a large service territory (includes effective management of assets i.e. parts, tools, company information)
• Demonstrated ability to troubleshoot electrical and mechanical problems to the component level
• Demonstrated ability to provide telephone technical support and to effectively communicate (telephone and email) with Global Solutions Center Helpdesk (Hardware and Applications)
• Knowledge of high and low voltage wiring, capability of identifying and qualifying single phase as well as three phase power requirements
• Ability to demonstrate strong mechanical aptitude including using critical alignment tools holding tolerances of .001"
• Frequently lifting objects up to 70lb
• Ability to work within tight spaces, crawl on hard concrete floors and physically contort to access components
• Ability to work with minimal supervision
• Customer and People relationship skills
• PC skills
• Able to travel overnight

Education And Experience

• Minimum two-year technical degree or equivalent experience in mechanical, digital, and electronic technology
• Minimum two years in field engineering positions servicing complex electro-mechanical devices and high demand customer locations
• Technical degree a plus
• High School Diploma or equivalent
• 5 to 10 years of field service experience

Pay

$72,500