Vanderlande Industries offers a first-line support role in the North American Support Center with rotational shifts to cover support 24 x 7. If you enjoy turning customer reports into actionable troubleshooting, coordinating escalations, and keeping stakeholders updated through a ticketing workflow, this onsite position in Marietta, GA is a strong fit.
As the Service Desk Engineer, you serve as the primary point of contact for Vanderlande North America customers. You handle call intake and registration for Incidents, Problems, Changes, and Service Requests, perform troubleshooting and issue analysis, and coordinate with second line engineering teams to drive resolution. You will also work within the support center environment, maintaining clear communications and keeping tickets accurate in DOS Maximo.
Responsibilities
- Take customer calls and register Incidents, Problems, Changes, and Service Requests for appropriate handling.
- Verify contract coverage and warranty during intake.
- Troubleshoot, analyze, and prioritize issues based on impact and urgency.
- Coordinate with second line engineering teams to communicate, resolve, and close customer issues.
- Support incidents raised at customer sites and ensure escalations occur at the right time.
- Monitor incident status and ensure escalation managers are engaged for major incidents, including setting up calls and escalation activities as required.
- Maintain incident ticket information updated in DOS Maximo throughout the incident lifecycle.
- Communicate updates to customers within the ticketing workflow at the start, during, and end of incidents, aligned to the contract frequency.
- Provide basic support for HLC and LLC systems, and support 2nd line teams when escalation is required.
- Assist with support and analysis of IT and Controls systems, including during and after incidents.
- Deliver post-incident summaries for major incidents to customers.
- Review and update outstanding tickets daily and prepare weekly and monthly reports including KPIs, change requests, and problem reports for customer sites.
- Provide second line support with as much practical information as possible to facilitate fault finding.
- Work closely with customers, site teams, subcontractors, and suppliers, and coordinate with internal VI service and project groups (engineering, site management, supply chain, sales/proposal, and services).
- Contribute to continuous improvement by providing feedback on current processes.
- Maintain a NASC knowledge base covering customer site systems and processes.
Requirements
- Experience managing and communicating customer issues via a ticketing system.
- Strong attention to detail and the ability to summarize information accurately.
- Good knowledge of ITSM processes and experience working in an ITIL or equivalent environment.
- Team-oriented mindset with ownership of project completion.
- Self-motivated problem-solving skills under stressful, mission-critical conditions.
- Ability to work unsupervised and meet tight deadlines.
- Eagerness to learn complex systems in depth and build an overview of system and software behavior.
- Excellent analytical ability and strong written and verbal communication skills across all stakeholder levels.
- Strong customer focus and planning/scheduling skills.
- Adaptable team player willing to broaden skills outside the core area and support mentoring.
- Must be able to work shifts and maintain high standards.
Technologies
DOS Maximo, ITSM, ITIL, HLC, LLC, PLC, SCADA
Work Schedule, Travel, and Environment
- Full-time role in a support center environment with rotational shifts to cover support 24 x 7.
- Occasional travel to customer sites in North America is required.
- Some international travel may be required for training.
- Primarily office-based in a climate-controlled environment; site visits may be required.
- No supervisory responsibilities.
Education and Experience
- Experience in material handling systems or industrial controls systems is desirable.
- Understanding/knowledge/experience with complex HLC systems is desirable.
- Knowledge of IT technologies hosting applications, databases, application servers, web servers, and client installations is desirable.
- Previous customer support experience with PLC and SCADA (low-level controls), and IT HLC (high-level controls) is a plus.
Minimum experience: 1 year. Location: Marietta, GA (onsite).
