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Service Desk Engineer

Vanderlande Industries Marietta, GA

Marietta, GA

Today

Full time Help Desk Support Incident Management Incident Problem Change

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Job Description

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

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