Technical Support Engineer

Overview:

TSE’s are important roles for supporting of the TOMRA Sorting service organization and its customers to achieve the highest machine performance and customer satisfaction. The TSE is responsible for technical support, service coordination of installations & upgrades, service contracts, scheduled preventative maintenance, and service intervention in China and SEA region.

Responsible for service call & case management. Travel to customer sites as needed to resolve technical issues that have not been resolved by the FSE (call escalations).

TSE’s required approximately 60 field days, this amount can differ per seasonal & technical circumstances.

• Respond to and resolves inquiries from customers, Sales Agents, Area Sales Managers, and FSE’s regarding technical issues.

• Manage the remote VPN support system

• Interface with Global service HQ and Engineering to help the resolve technical problems identified in the field.

• Research and analyze field reports and maintenance checklist to ensure all problems and pending issues are solved.

• Offer the technical solution for service sale and marketing.

• Support the service administration, Team leader operation

• Ensures that continuous telephone support is available to customers as well as FSE’s who are in the field.

• Analyze technical problems to send the necessary parts to FSE.

• Makes on-site service visits to expedite resolution to long-term problems.