Service Desk Engineer

About the role

Job Title Service Desk EngineerJob Description About Vanderlande As a subsidiary of Toyota Industries (TICO), Vanderlande North America is experiencing rapid growth and extraordinary market demand. Vanderlande is a global leader in logistics process automation, specializing in the manufacturing, design, installation, and service of automated material handling systems. Our systems incorporate advanced robotic, mechanical, and software technologies to support leading customers in e-commerce, parcel delivery, and air transportation. Position Summary The Service Desk Engineer is part of the North American Support Center (NASC) and serves as the first line of support and central point of contact between customers and the service organization. Based in the Atlanta office, this role manages the intake, registration, prioritization, and coordination of Incidents, Problems, Changes, and Service Requests, including verification of contract coverage and warranty. The Service Desk Engineer responds promptly to system faults and customer requests, aiming to restore service within contracted service level agreements. The role involves basic troubleshooting of Low-Level Controls (LLC), Programmable Logic Controllers (PLCs), and High-Level Controls (HLC), while coordinating with second-line engineering teams to investigate and resolve customer issues. Candidates should have at least one year of experience in customer or service support, preferably with a focus on field service. Overview • Serve as the first point of contact for North American customers, managing service requests, incidents, problems, and changes through the NASC. • Register, prioritize, monitor, and coordinate customer issues while verifying contract coverage and warranty requirements. • Provide initial support for IT, High-Level Controls (HLC), and Low-Level Controls (LLC) systems, coordinating with second-line engineering teams when escalation is required. • Help restore system performance within contracted service level agreements through timely communication, accurate documentation, and effective incident management. Key Responsibilities • Incident Management and Troubleshooting: Register, monitor, analyze, and prioritize customer incidents; provide basic HLC and LLC support; assist with IT and controls system analysis during and after incidents; and escalate issues to second-line engineering teams at the appropriate time with sufficient diagnostic information. • Customer Communication and Escalation: Maintain timely customer updates in DOS Maximo at the beginning, throughout, and at the conclusion of incidents, following contractual communication requirements. Coordinate major incident escalations, arrange calls, contact escalation managers, and provide post-incident summaries when required. • Reporting and Documentation: Keep incident tickets accurate and up to date, review outstanding tickets daily, prepare weekly and monthly reports covering KPIs, change requests, and problem reports, and maintain the NASC knowledge base with customer site system information and processes. • Cross-Functional Support and Continuous Improvement: Collaborate with customers, site teams, subcontractors, suppliers, and internal service and project groups, including engineering, site management, supply chain, sales, proposals, and services. Develop technical knowledge, support and mentor team members, and provide feedback to improve processes and incident resolution. Qualifications / Requirements Required • At least one year of experience in a service or customer support role, preferably focused on field service care, along with experience managing and communicating customer issues through a ticketing system. • Good understanding of IT Service Management (ITSM) processes and experience working in an ITIL or equivalent environment. • Strong analytical, problem-solving, administrative, planning, and organizational skills, with excellent attention to detail and the ability to summarize information accurately. • Excellent written, verbal, and interpersonal communication skills, a strong customer-service mindset, and the ability to work independently under pressure, meet tight deadlines, accept responsibility, and work rotational shifts. Preferred • Experience with material handling systems, industrial controls systems, PLCs, SCADA, or other automated logistics technologies. • Understanding of complex High-Level Controls (HLC) systems and IT technologies supporting applications, databases, application servers, web servers, and client installations. • Familiarity with troubleshooting and supporting complex software and system behavior, with the ability to investigate issues and identify solutions beyond standard procedures. • Experience supporting mission-critical systems, coordinating technical escalations, maintaining knowledge bases, or working collaboratively with engineering teams to improve incident resolution. • Bilingual (Spanish preferred) What We Offer • Opportunities for career growth and professional development within a global leader in logistics automation. • A collaborative service and technical support environment working alongside experienced engineers and cross-functional teams. • Exposure to advanced automated material handling systems, IT infrastructure, controls technologies, and customer support operations. • A full-time opportunity based in the Atlanta office, with rotational shifts supporting 24/7 operations, occasional travel to North American customer sites, and international travel for training. Additional Requirements • Work Schedule: Full-time position within a support center operating rotational shifts to provide 24/7 coverage. • Travel: Occasional travel to customer sites across North America and some international travel for training. • Supervisory Responsibility: This position has no supervisory responsibilities. • Work Environment and Accommodations: Primarily office-based in a climate-controlled environment, with occasional customer site visits. Candidates must be able to access relevant site environments to perform essential job functions. Reasonable accommodations may be made for individuals with disabilities. EEOC Statement We are an Equal Opportunity Employer and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, disability, protected veteran status, or any other characteristic protected by applicable law.