Service Product Engineer

Vanderlande Industries Inc; United States; Remote; USD 118,000 - 122,000; Full time

Job summary

Vanderlande Industries Inc. seeks a Service Product Engineer to own serviceability, maintainability and operational performance of PAX solutions across their lifecycle.

You will bridge Sustaining Engineering, Projects, Service Operations, Customers and Product Management, enabling successful support and continuous improvements. You will collaborate with Project Managers, Solution Engineers, Product Development and Service Operations to ensure readiness, install support, upgrades and incident

Qualifications

• 5 years of experience in a similar role.
• 5 years of experience in airport PAX security.
• Experience in service engineering, maintenance engineering, systems engineering or technical support environments.
• Experience with complex technical systems, industrial automation, logistics or airport systems.
• Strong troubleshooting and analytical skills.
• Experience with incident, problem and change management processes.
• Ability to manage multiple technical priorities simultaneously.
• Customer-focused mindset and strong communication skills.
• Excellent English communication skills.
• Willingness to travel internationally when required.
• Willingness to participate in standby and on-call rotations.

Responsibilities

• Act as technical support owner for PAX products and solutions.
• Contribute to define and maintain service concepts, maintenance strategies and support procedures.
• Contribute to develop lifecycle management plans and support product roadmaps.
• Ensure serviceability, maintainability and operational readiness are incorporated into new deployments.
• Drive continuous improvement initiatives based on operational and customer feedback.
• Provide technical support for operational systems and customer service contracts.
• Act as escalation engineer for complex incidents and recurring technical issues.
• Analyze failures and identify root causes.
• Coordinate corrective actions with engineering, suppliers and service teams.
• Support operational readiness and handover activities for new projects.
• Participate in standby and on‑call support rotations when required.
• Execute and support product installations, upgrades and retrofit activities.
• Support FAT, SAT, commissioning and go‑live activities.
• Perform system validations and technical acceptance testing.
• Provide on‑site support during critical project phases and operational interventions.
• Support the deployment of software, hardware and infrastructure updates.
• Manage and coordinate technical tickets throughout their lifecycle.
• Support incident, problem and change management processes.
• Ensure technical issues are tracked, prioritized and resolved effectively.
• Monitor recurring failures and implement structural improvements.
• Work closely with service desks and support organizations to improve response times and service quality.
• Define spare parts requirements and service stock recommendations.
• Support maintenance planning and preventive maintenance concepts.
• Contribute to reliability, availability and lifecycle improvement initiatives.
• Optimize maintenance activities and service processes to reduce downtime.
• Act as technical interface between Service, Engineering, Projects and Customers.
• Support customer meetings and technical reviews.
• Provide technical guidance to internal and external stakeholders.
• Support tender activities and service‑related customer proposals.

Skills

Service engineering

Maintenance engineering

Systems engineering

Technical support

Troubleshooting

Incident management

Change management

Stakeholder communication

English communication

Willingness to travel

Job description

Job Title

Service Product Engineer

Job Description

Vanderlande is a global market leader in airport automation, delivering innovative passenger processing and security solutions to airports worldwide. To support the growth of our PAX portfolio, we are looking for a Service Product Engineer.

As a Service Product Engineer, you are the technical owner of the expert on serviceability, maintainability and operational performance of our PAX solutions. You act as the bridge between Sustaining Engineering, Projects, Service Operations, Customers and Product Management to ensure our solutions can be successfully supported throughout their entire lifecycle. You combine technical expertise with a hands‑on mentality and are comfortable supporting customer operations, performing installations, troubleshooting incidents, coordinating updates and driving continuous improvements.

Your role

As Service Product Engineer, you are responsible for ensuring that Vanderlande’s PAX solutions remain available, maintainable and operational throughout their lifecycle. You are the PAX expert and will actively support installations, upgrades, commissioning activities and technical issue resolution while continuously improving the serviceability of our products. You are a technical escalation point for complex service‑related issues and play an important role in supporting both customer projects and operational service contracts.

In this role you will collaborate closely with Project Managers, Integration Managers, Solution Engineers, Product Development teams, Customer Center and Service Operations teams.

Your responsibilities

Service Ownership & Lifecycle Management

• Act as technical support owner for PAX products and solutions.
• Contribute to define and maintain service concepts, maintenance strategies and support procedures.
• Contribute to develop lifecycle management plans and support product roadmaps.
• Ensure serviceability, maintainability and operational readiness are incorporated into new deployments.
• Drive continuous improvement initiatives based on operational and customer feedback.

Service Operations & Technical Support

• Provide technical support for operational systems and customer service contracts.
• Act as escalation engineer for complex incidents and recurring technical issues.
• Analyze failures and identify root causes.
• Coordinate corrective actions with engineering, suppliers and service teams.
• Support operational readiness and handover activities for new projects.
• Participate in standby and on‑call support rotations when required.

Installations, Upgrades & Commissioning

• Execute and support product installations, upgrades and retrofit activities.
• Support FAT, SAT, commissioning and go‑live activities.
• Perform system validations and technical acceptance testing.
• Provide on‑site support during critical project phases and operational interventions.
• Support the deployment of software, hardware and infrastructure updates.

Incident, Problem & Change Management

• Manage and coordinate technical tickets throughout their lifecycle.
• Support incident, problem and change management processes.
• Ensure technical issues are tracked, prioritized and resolved effectively.
• Monitor recurring failures and implement structural improvements.
• Work closely with service desks and support organizations to improve response times and service quality.

Spare Parts & Maintenance Strategy

• Define spare parts requirements and service stock recommendations.
• Support maintenance planning and preventive maintenance concepts.
• Contribute to reliability, availability and lifecycle improvement initiatives.
• Optimize maintenance activities and service processes to reduce downtime.

Stakeholder Management

• Act as technical interface between Service, Engineering, Projects and Customers.
• Support customer meetings and technical reviews.
• Provide technical guidance to internal and external stakeholders.
• Support tender activities and service‑related customer proposals.

What you bring

• 5 years experience in similar role
• 5 years of experience in airport PAX security
• Experience in service engineering, maintenance engineering, systems engineering or technical support environments.
• Experience with complex technical systems, industrial automation, logistics or airport systems.
• Strong troubleshooting and analytical skills.
• Experience with incident, problem and change management processes.
• Ability to manage multiple technical priorities simultaneously.
• Customer‑focused mindset and strong communication skills.
• Excellent English communication skills.
• Willingness to travel internationally when required.
• Willingness to participate in standby and on‑call support rotations.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of 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.

This is a full‑time, exempt position, eligible to receive a salary and to participate in an annual performance bonus program. The salary range listed represents the maximum and minimum starting base pay for this position as of the time of posting. Final salary offered will be determined based on factors including but not limited to the candidate’s skills and experience. The annual performance bonus program is preset and not candidate‑dependent.

Additional Role Details:

• Due to airport operational requirements, travel, night shifts and off‑hours work may be required.
• This role requires a strong leader who can effectively manage field teams, subcontractors, and project execution while maintaining a safe and productive work environment.

Salary range: $118,000.00 - $122,000.00

Equal Employment Opportunity

Vanderlande is an Equal Employment Opportunity Employer committed to providing equal employment opportunities to all qualified applicants and employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, national origin, age, disability, genetic information, or any other status protected by applicable law. We are committed to providing reasonable accommodations as required by law.