Graduation: Developing Customer Learning Programs for Service Desk Engineers

Job description

Job Title Graduation: Developing Customer Learning Programs for Service Desk Engineers Job Description: Assignment type : Graduation: Start date : September 2026: Assignment duration : 5-6 months: Location : Veghel: Education level : Bachelor / Master Desired study : Industrial Engineering, Educational Siences or related Language : English: Description of assignment: Our service desk operates 24/7 to remotely support Vanderlande customers and ensure their systems remain fully operational. We work in a five‑shift model, with L1 engineers collaborating closely with various 2nd‑ and 3rd‑line solution groups. L1 engineers are responsible for customer communication and for steering operational activities to meet the agreed service levels. Over the past year, overall performance has declined. The leadership team believes that establishing a structured approach to continuous improvement within the shift teams is essential to restoring the desired performance levels. To achieve this, we aim to explore and assess methodologies such as the Toyota Production System (TPS) and Obeya as potential frameworks for embedding continuous improvement practices into our daily operations. Department desc...