Field Service Technician, Postpress

Heidelberg USA•Los Angeles, CA

3d•Remote

About The Position

The Field Service Technician – Postpress works remotely from the assigned region and travels to customer sites to set up, install, maintain, troubleshoot, repair, and support Heidelberg commercial postpress bindery equipment, including Polar Cutters and Stahlfolder equipment. The technician provides customer operator and equipment-maintenance training, assesses training needs, and recommends additional training when appropriate. The role involves taking ownership of assignments, keeping customers and dispatch informed, escalating issues when needed, and documenting service work through Heidelberg’s Mobile Service App and other required paperwork. The position has a demanding schedule, with travel of up to 75% of the workweek and occasional weekend work. Installations may involve coordinating with riggers and a certified electrician, unpacking and setting up equipment, checking electrical power and compressed air, adjusting and testing equipment to factory standards, and moving or installing new and used equipment. The technician may also provide telephone technical support and address complex electrical, mechanical, or pneumatic problems.

Requirements

Minimum two-year technical degree or equivalent experience in mechanical, digital, and electronic technology.
Minimum two years of field engineering experience servicing complex electromechanical devices at high-demand customer locations.
High school diploma or equivalent.
Ability to troubleshoot electrical and mechanical problems to the component level.
Knowledge of high- and low-voltage wiring and ability to identify and qualify single-phase and three-phase power requirements.
Strong mechanical aptitude, including use of critical alignment tools while maintaining tolerances of .001 inch.
Demonstrated customer-management skills and commitment to customer satisfaction.
Ability to independently manage a large service territory and its assets.
Ability to provide telephone technical support and communicate effectively by telephone and email with the Global Solutions Center Helpdesk.
Ability to work with minimal supervision.
Customer and people relationship skills.
PC skills.
Ability to travel overnight.
Ability to frequently lift objects weighing up to 70 pounds.
Ability to work in tight spaces, crawl on hard concrete floors, and physically contort to access components.
Ability to travel up to 75% of the workweek and work occasional weekends.

Nice To Haves

Technical degree.

Responsibilities

Perform mechanical and electrical troubleshooting on Heidelberg postpress bindery equipment.
Conduct maintenance and customer training on Heidelberg postpress commercial bindery equipment.
Install and move new or used equipment in coordination with qualified riggers.
Unpack equipment and accessories, check electrical power and compressed air with a certified electrician, perform initial setup and adjustment, and test equipment against factory standards.
Provide initial and ongoing formal customer training on equipment operation and maintenance, tailored to customer needs.
Assess customer training needs and recommend additional training to Heidelberg US.
Perform on-site troubleshooting and repairs for complex electrical, mechanical, or pneumatic problems as directed by the Field Service Manager and/or Global Support Center customer support team.
Provide telephone technical support and communicate with the Global Solutions Center Helpdesk.
Return unused parts, out-of-box failures, and incorrectly supplied parts.
Complete expenses, timesheets, online training, car maintenance records, and other required paperwork promptly.
Keep the dispatch team informed of estimated job duration and changes in circumstances.
Keep customers informed about estimated arrival times and repair status.
Submit detailed technical feedback through the Mobile Service App during and after customer visits, following Heidelberg US guidelines.
Manage assigned service territory and related assets, including parts, tools, and company information.
Escalate assignments to second-level support when necessary to ensure customer satisfaction and job closure.