{"id":2134178,"url":"https://alion.io/job/vanderlande-service-desk-engineer","title":"Service Desk Engineer","company":{"id":54548,"name":"Vanderlande","domain":"vanderlande.com","url":"https://alion.io/company/vanderlande","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":92,"open_postings":30,"ghost_share":0,"stale_share":0.333,"repost_share":0,"time_to_fill_p50_days":31,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Marietta, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":44000,"max_usd":88000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":404},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false},{"name":"Incident Management","optional":true},{"name":"ITIL","optional":true},{"name":"ITSM","optional":true}],"status":"live","first_seen_at":"2026-10-08T00:00:00Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-13T03:14:58Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Job Title\nService Desk EngineerJob Description\nAs a subsidiary of Toyota Industries (TICO), Vanderlande North America is enjoying rapid growth and extraordinary market demand. Vanderlande is a global market leader in material handling system manufacturing, design, installation, and service. Vanderlande systems employ the latest in robotic, mechanical, and software technology. Vanderlande’s customers are household names in e-commerce, package delivery, and air transportation.\nWe are looking for a Service Desk Engineer to help support our North American customers. Previous experience supporting customers with low-level controls (PLC), SCADA, and high-level controls (IT HLC) is a plus.\nPosition Summary:\nThe Service Desk Engineering team is the first line of support and central point of contact between our customers and the service organization. As part of this team, you will handle call intake and registration for Incidents, Problems, Changes, and Service Requests. This includes verification of contract coverage and warranty. Apart from troubleshooting, analyzing and prioritization of issues, the Service Desk Engineer also coordinates with second line engineering teams to coordinate, communicate and resolve customer issues. As a Service Desk Engineer you will be working within the North American Support Center (NASC) team alongside other Support Engineers based in our Atlanta office.\nThe Service Desk Engineer is responsible for quick response to system faults and customer requests with the aim of assisting in the restoration of service within contracted service level agreements. The candidate must be able to demonstrate 1+ years’ experience working in a service/customer support role with a focus on field service care.\nEssential Functions (Job Duties and Responsibilities):\nSupport of incidents raised at Customer sites\nAnalysis & reporting of incident and summary upon closure\nCommunication of updates within our ticketing system (DOS Maximo) to Customers, at the beginning, during and end of the incident, as per agreed frequency in the contract\nProvide basic support of HLC and LLC systems\nIncident Management - Monitoring of incident and ensuring escalated at appropriate time\nAct as point of contact for escalation of major incidents, set up calls and contact escalation manager as and when required\nMaintain incident tickets information updated in DOS Maximo\nSupport for 2nd line teams when escalation is required\nAssist in Support and analysis of IT and Controls systems, during and after incident\nDeliver post Incident summary for major incidents to customer\nReview and update outstanding tickets daily\nPrepare weekly and monthly reports; KPI’s, change requests and problem reports for customer sites\nIdentify and provide 2nd Line support with as much information as is practical to facilitate fault finding of issue\nWork closely with customers, site team, subcontractors and suppliers\nCommunicate closely with other groups within VI service and project team (engineering, site management, supply chain, sales/proposal department and services)\nLearn new skills and stay current on latest technology to further assist 2nd line teams in incidents and analysis\nProvide feedback on current processes for Continuous Improvement\nMaintain NASC knowledge base of customer site systems and processes\nRequired Education and Experience:\nExperience in material handling systems or industrial controls systems (desirable)\nExperience managing & communicating customer issues via a ticketing system\nGood attention to detail with the ability to summarize information accurately\nGood knowledge of ITSM processes\nUnderstanding/Knowledge/experience with complex HLC Systems (desirable)\nAn understanding of IT technologies hosting applications, databases, application servers, web servers, client installations (desirable)\nExperience working in an ITIL or equivalent environment\nStrong team mentality and acceptance of responsibility for project completion\nSelf-motivated with proven ability in problem solving skills under stressful conditions\nExcellent administrative skills:\nMust be able to work unsupervised and work to tight deadlines on mission critical systems\nEager to learn and understand complex systems in depth\nDevelop a good understanding and overview on system, software and system behavior.\nExcellent analytical skills able to think “out-of-the-box” to resolve issues quickly\nTeam player, adaptable and willing to broaden skills outside core skillset, and to develop and mentor other team members.\nA clear communicator, able to communicate at all levels, able to be clear and concise to stakeholders and management at all levels\nHave a strong customer focus\nGood attention to detail and ability to work to a high standard\nGood planning and scheduling skills.\nAble and willing to work shifts.\nExcellent interpersonal, verbal, and written skills\nPosition Type/Expected Hours of Work:\nThis is a full-time position, working within a support center environment that has rotational shifts to cover support 24 x 7.\nTravel:\nOccasional travel to customer sites in North America is required. Some international travel will be required for training purposes.\nSupervisory Responsibility:\nThis position has no supervisory responsibilities.\nWork Environment and Physical Demands:\nPrimarily this role is office based within a climate-controlled environment. The role may require site visits, and candidates should be able to access unhindered these environments, in order to perform essential functions of this job.\nVanderlande is an equal opportunity/affirmative action employer. Qualified applicants will be considered without regards to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.","description_format":"text","description_chars":5780,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Warehousing","Logistics & Warehouse Robotics"],"lifecycle":[{"event":"open","at":"2026-10-09T01:32:39Z"}],"visa":[],"liveness":{"score":89,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.893,"p_room":1,"age_days":5,"expected_fill_days":31,"reasons":["conf:2","velocity","win:early","comp:junior,brand"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/vanderlande-service-desk-engineer","json_url":"https://alion.io/job/vanderlande-service-desk-engineer.json","meta":{"generated_at":"2026-10-13T19:40:05Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":30062,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":54548},"rest":"https://alion.io/mcp/rest/get_company?id=54548"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fvanderlande-service-desk-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fvanderlande-service-desk-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fvanderlande-service-desk-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/vanderlande-service-desk-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fvanderlande-service-desk-engineer"}]}