Service Desk Engineer

Join Vanderlande Industries as a Service Desk Engineer and support North America customers from the North American Support Center. This is an onsite, full-time role in Marietta, GA with rotational shifts to help maintain coverage 24 x 7. You will be a first-line point of contact for incident intake and troubleshooting, coordinating with second-line engineering teams to drive clear communication, timely escalations, and effective resolution.

What you’ll do

• Act as the first line support point of contact for Vanderlande North America customers.
• Handle call intake and registration for Incidents, Problems, Changes, and Service Requests.
• Verify contract coverage and warranty as part of the intake process.
• Troubleshoot, analyze, and prioritize issues while gathering actionable details for escalation.
• Coordinate with second line engineering teams to communicate, resolve, and support customer issue resolution.
• Support incidents raised at customer sites, maintaining accurate ticket status and follow-up.
• Monitor incident progress and ensure escalations occur at the appropriate time.
• Serve as a point of contact for escalation of major incidents, including setting up calls and contacting the escalation manager when required.
• Communicate updates in the DOS Maximo ticketing system to customers at the beginning, during, and end of an incident based on the agreed contract frequency.
• Maintain and update incident ticket information in DOS Maximo, including daily review of outstanding tickets.
• Provide basic support for HLC and LLC systems, and assist in IT and Controls systems analysis during and after incidents.
• Deliver incident and closure summaries, including post-incident summaries for major incidents.
• Prepare weekly and monthly reports including KPIs, change requests, and problem reports for customer sites.
• Review and facilitate fault-finding support by identifying the right second-line support and providing practical context for troubleshooting.
• Maintain a NAS C knowledge base of customer site systems and processes.
• Work closely with customers, site teams, subcontractors, and suppliers, and communicate with other VI service and project groups (engineering, site management, supply chain, sales/proposal, and services).
• Support continuous improvement by giving feedback on current processes.

What we need from you

• Experience managing and communicating customer issues via a ticketing system.
• Strong attention to detail with the ability to summarize accurately.
• Good knowledge of ITSM processes and experience working in an ITIL or equivalent environment.
• Strong team mindset, accountability for project completion, and self-motivation for problem solving under pressure.
• Ability to work unsupervised and meet tight deadlines on mission-critical systems.
• Eagerness to learn complex systems in depth and develop understanding of system/software behavior.
• Excellent analytical skills and a customer-focused approach.
• Excellent communication skills across interpersonal, verbal, and written channels.
• Good planning and scheduling skills, including willingness to work shifts.
• Team-oriented adaptability to broaden skills and support other team members.

Technologies you’ll work with

DOS Maximo, ITSM, ITIL, HLC, LLC, PLC, SCADA

Work setup, travel, and environment

• Location: Marietta, GA (onsite)
• Hours: Full-time support center coverage with rotational shifts to support 24 x 7
• Travel: Occasional travel to North America customer sites; some international travel for training
• Supervision: No supervisory responsibilities
• Environment: Primarily office-based in a climate-controlled setting; site visits may be required, and access to environments without hindrance is needed

Education and experience

• At least 1 year of relevant experience
• Experience supporting material handling systems or industrial controls systems (desirable)
• Knowledge/experience with complex HLC Systems (desirable)
• Understanding of IT technologies hosting applications, databases, application servers, web servers, and client installations (desirable)
• Experience supporting customers with low-level controls (PLC, SCADA) and high-level controls (IT HLC) is a plus