Service Support Assistant

Job Title

Service Support Assistant

Job Description

About Vanderlande
Vanderlande is a global leader in logistics process automation, specializing in automated material handling systems for airports, warehouses, and parcel operations. Our innovative solutions help move millions of products and pieces of luggage around the world every day. With a strong focus on technology, collaboration, and continuous improvement, we are committed to delivering reliable solutions for our customers while providing meaningful career opportunities for our employees.

Position Summary

The Service Support Assistant provides essential administrative and operational support to ensure the smooth delivery of service functions across the organization. This role acts as a key point of coordination between internal teams, customers, and external partners, handling communication, documentation, and system updates with accuracy and efficiency. By managing service requests, maintaining records, and supporting warranty and catalog processes, the Service Support Assistant contributes to streamlined workflows, enhanced customer satisfaction, and overall service excellence.

Essential Functions / Role Responsibilities

1. Item Control Coordination

• Create and maintain spare parts records in the system, ensuring data accuracy and integrity.

• Manage the North American Item Request Sheet and monitor the Veghel Item Request Sheet.

• Partner with Product Marketing to update and maintain supplier price lists.

• Collaborate with the VOICE Team on delegated item-related tasks.

2. Inbox & Communication Management

• Monitor and triage shared Outlook inboxes (WS & APS).

• Delegate incoming requests appropriately to Spare Parts Coordinators, Project Managers, or other internal stakeholders.

• Ensure timely and professional communication across teams.

3. Webshop Administration

• Manage user access, including account setup, password resets, and general user support.

• Conduct Webshop training sessions for internal and external users as needed.

• Provide backend troubleshooting support for issues such as COUPA order errors, part interfacing problems, and part availability.

4. PCOVER & Catalog Maintenance

• Assist with customer-specific catalog updates and pricing adjustments.

• Maintain pricing structures for cost-plus customer groups to ensure accuracy and consistency.

5. Warranty Support

• Enter and manage warranty claims in DOS Maximo.

• Assign claims to appropriate team members (Spare Parts Coordinators or Warranty Manager).

• Track approvals and rejections, facilitating order placement for approved claims.

• Upload Proof of Delivery and ensure timely claim closure.

• Create and maintain DOS Maximo accounts related to warranty functions.

Requirements/Qualifications

• 2+ years of experience in administrative support, customer service, or service operations.

• Familiarity with spare parts management, catalog maintenance, or warranty processes.

• Proficiency in Microsoft Office Suite (Excel, Outlook, Word, PowerPoint).

• Experience with ERP systems (e.g., Maximo, COUPA) or similar service management tools.

Preferred Skills

• Experience in Webshop administration, including user account setup and troubleshooting.

• Knowledge of pricing structures and catalog maintenance for cost-plus customer groups.

• Familiarity with warranty claim processes and supporting documentation requirements.

• Ability to conduct training sessions for system or Webshop users.

• Collaborative team player with experience working across departments (marketing, product, service).

• Problem-solving skills to address order errors, part availability issues, and system interfacing challenges.

• Detail-oriented with a focus on accuracy in data entry, catalog updates, and warranty documentation.

• Customer-focused mindset with a commitment to timely and professional service delivery.

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.