Field Service Technician, Postpress

Who are we: 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! Field Service Technician - Post Press Department: Postpress Service Location: Baltimore MD, Washington DC, and Richmond VA 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. Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Skills: * While IT or networking knowledge is a plus, this is NOT an IT position * Printing industry experience highly desired * 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. 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 * 9 company holidays * 4 floating holidays ADA: Heidelberg will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990. OSHA: Heidelberg provides a workplace free from serious recognized hazards and complies with standards, rules and regulations issued under the OSH Act. Heidelberg examines workplace conditions to make sure they conform to applicable OSHA standards. Heidelberg ensures employees have and use safe tools and equipment; and properly maintain such equipment. EEO/AA Statement: Heidelberg is committed to the principle of equal employment opportunity for all employees and applicants for employment, and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Heidelberg are based on business needs, job requirements and individual qualifications, without regard to race, creed, color, religion or belief, national, social or ethnic origin, citizenship status, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, protected veteran, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Heidelberg will not tolerate discrimination or harassment based on any of these characteristics. Pay Transparency Nondiscrimination Provision: Heidelberg will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

Created: 2024-11-02