Looking for your next challenge within TOMRA?Join our Customer Experience team and use your technical expertise to support colleagues and customers across the EMEA region. In this role, you will troubleshoot complex technical issues, collaborate with international teams, and help shape the future of our support organization.Your MissionTechnical Support &amp; Troubleshooting<ul><li>Provide remote and on-site technical support</li><li>Diagnosing equipment or system failures</li><li>Analyzing errors and malfunctions</li><li>Supporting customers in critical situations</li><li>Sorting process analyzing and support with optimization</li><li>Execute detailed problems to define appropriate corrective actions.</li><li>On-site travel time is approximately  25% of working time.</li><li>Explaining technical issues and solutions</li><li>Assisting with configuration of equipment or software</li></ul>Case Governance &amp; Escalation Management<ul><li>Perform AUTOSORT gatekeeping: validate ticket completeness, customer input, and diagnostic data; route valid complex cases to 3rd Level; return incomplete cases to 1st Level</li><li>Trigger 3rd Level Support when knowledge gaps, product issues, or documentation inaccuracies are identified.</li></ul>Tools, AI &amp; Knowledge Contribution<ul><li>Evaluate AI tool (Insight Loop) outputs and flag incorrect or incomplete suggestions for 3rd Level correction and future model training</li></ul>Process Improvement &amp; Ownership Areas<ul><li>Support assigned ownership area: ERP &amp; Process Improvement, AI Tool Ownership, Parts Identification, or 24/7 Hotline Organization.</li><li>Support continuous improvement initiatives that enhance efficiency, quality, and scalability of technical support operations.</li><li>Providing feedback to R&amp;D / engineering teams</li><li>Preparing technical reports</li><li>Applying Root Cause Analysis (RCA) methods</li><li>Cooperating with service and project teams</li><li>Managing service requests or support tickets</li></ul>Collaboration, Standardization &amp; Capability Building<ul><li>Work closely with 1st Level Support, Field Service, and 3rd Level experts to ensure seamless and efficient case resolution.</li><li>Support standardization, best-practice sharing, and process optimization within the Technical Support organization.</li><li>Deliver technical training or knowledge transfer to local teams when required to build organizational capability.</li></ul>

TOMRA was founded on an innovation in 1972 that began with the design, manufacturing and sale of reverse vending machines (RVMs) for automated collection of used beverage containers. Today TOMRA provides technology-led solutions that enable the circular economy with advanced collection and sorting systems that optimize resource recovery and minimize waste in the food, recycling and mining industries.

Technical Support Engineer*

About the Job

About the Company

Tomra

Similar Jobs

IT Support Engineer (all genders)

IT Support Engineer (all genders)

Product Sustenance Engineer

Product Sustenance Engineer

Technical Support Specialist / Responsible Support Client

Technical Support Specialist / Responsible Support Client

Technical Support Engineer III

Technical Support Engineer III

Technical Support Engineer

Technical Support Engineer

Technical Support Engineer

Technical Support Engineer

Maintenance Support Representative

Maintenance Support Representative

Technical Support Professional

Technical Support Professional

Technical Support Engineer

Technical Support Engineer

Partner Technical Support Specialist

Partner Technical Support Specialist