Service Desk Engineer – Industrial IT & Controls

Vanderlande Industries GmbH; Marietta, Northern (GA, KY); Hybrid; USD 55,000 - 85,000; Full time

Job summary

Vanderlande North America is seeking a Service Desk Engineer to provide first-line support for North American customers, handling incidents, changes, and service requests. You will coordinate with second-line engineering teams, verify contract coverage, and maintain DOS Maximo tickets to ensure timely restoration of services.

The role requires 1+ year of service or customer support experience, ability to communicate with stakeholders at all levels, and a willingness to work rotating shifts to

Qualifications

• Experience in material handling systems or industrial controls (desirable)
• Experience managing and communicating customer issues via a ticketing system
• Good attention to detail with the ability to summarize information accurately
• Knowledge of ITSM processes
• Understanding/knowledge of complex HLC/LLC systems (desirable)
• Experience in ITIL or equivalent environment
• Strong team mentality and responsibility for project completion
• Self-motivated with problem solving under stress

Responsibilities

• Handle incidents raised at customer sites and provide updates as per contract
• Analyze and report incident status and closure summaries
• Use DOS Maximo to communicate updates to customers
• Provide basic support for HLC and LLC systems
• Manage incidents and escalate timelines as needed
• Serve as escalation contact for major incidents and coordinate calls
• Maintain incident tickets and assist second line teams
• Support IT and Controls systems during and after incidents
• Deliver post-incident summaries for major events
• Prepare weekly/monthly KPI and change reports for customer sites
• Collaborate with customers, site teams, subcontractors and VI services teams
• Learn new skills and stay current with technology to aid incident analysis
• Offer feedback for process improvement and maintain NASC knowledge base

Skills

Customer support

Incident management

ITIL

Communication

Problem solving

Ticketing system

Teamwork

Shift work

Industrial controls knowledge

Tools

Maximo

Job description

Vanderlande North America is seeking a Service Desk Engineer to provide first-line support for North American customers, handling incidents, changes, and service requests. You will coordinate with second-line engineering teams, verify contract coverage, and maintain DOS Maximo tickets to ensure timely restoration of services.

The role requires 1+ year of service or customer support experience, ability to communicate with stakeholders at all levels, and a willingness to work rotating shifts to