Field Service Technician - Mechatronic - 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!

Location: Danbury, CT;
Paterson, NJ;
White Plains, NY;
Philadelphia, PA

We are looking for a Field Service Technician to join our team in Multiple Locations as a remotely located employee who 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. It is also 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 escalates to second level when necessary to ensure customer satisfaction and closure of the job.

• 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.

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.

• 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…