Field Service Technician, Postpress

Heidelberg USA Inc•Richmond, VA

3d•$30 - $35•Remote

About The Position

The Field Service Technician, Postpress, works remotely from the assigned region and travels to customer locations to install, set up, troubleshoot, repair, and maintain Heidelberg Postpress commercial bindery equipment, including Polar Cutters and Stahlfolder equipment. The technician also provides initial and ongoing customer operator and equipment-maintenance training, assesses customer training needs, and recommends additional training to Heidelberg US. The role may involve complex electrical, mechanical, or pneumatic problems and requires taking ownership of assignments, escalating issues when needed, and working to ensure customer satisfaction and job closure. The position involves frequent customer communication and coordination with the dispatch team, riggers, certified electricians, Field Service Manager, and Global Support Center. Travel may reach 75% of the workweek, with occasional weekend work to meet customer needs. The role is based in Virginia, with a salary of $72,500.

Requirements

Demonstrated customer-management skills and a strong commitment to customer satisfaction.
Ability to independently manage a large service territory, including effective management of parts, tools, and company information.
Ability to troubleshoot electrical and mechanical problems to the component level.
Ability to provide telephone technical support and communicate effectively by telephone and email with the Global Solutions Center Helpdesk for hardware and applications.
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 to hold tolerances of 0.001 inch.
Ability to lift objects weighing up to 70 pounds frequently.
Ability to work in 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.
Ability to travel overnight.
Minimum two-year technical degree or equivalent experience in mechanical, digital, and electronic technology.
Minimum two years in field engineering positions servicing complex electromechanical devices and high-demand customer locations.
High school diploma or equivalent.

Nice To Haves

Technical degree is a plus.
Five to ten years of field service experience.

Responsibilities

Perform mechanical and electrical troubleshooting of Heidelberg Postpress bindery equipment.
Conduct maintenance and training on Heidelberg Postpress commercial bindery equipment.
Work with assigned qualified riggers to install or move new or used equipment.
Return parts identified as unused, out-of-box failures, or incorrectly shipped.
Complete paperwork promptly, including expense reports, time sheets, online training, and car maintenance records.
Keep the dispatch team informed about estimated job duration and changes to that estimate.
Keep customers updated on arrival estimates and repair status.
Install equipment by coordinating with riggers; unpacking equipment, accessories, and control cabinets; checking electrical power and compressed air with a Certified Electrician; completing initial setup and adjustment; and thoroughly testing equipment against factory standards.
Provide initial and ongoing formal customer operator and equipment-maintenance training, assess customer training needs, and recommend additional training to Heidelberg US.
Perform periodic on-site troubleshooting and repairs for complex electrical, mechanical, or pneumatic equipment problems as directed by the Field Service Manager or Global Support Center customer support team.
Provide detailed technical feedback through the Mobile Service App (MService) during and after customer visits, following Heidelberg US guidelines.
Travel to customer sites, including overnight travel and occasional weekend work as needed.