About the role
Job Description
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 Mission
Technical Support & Troubleshooting
* Provide remote and on-site technical support * Diagnosing equipment or system failures * Analyzing errors and malfunctions * Supporting customers in critical situations * Sorting process analyzing and support with optimization * Execute detailed problems to define appropriate corrective actions. * On-site travel time is approximately 25% of working time. * Explaining technical issues and solutions * Assisting with configuration of equipment or software
Case Governance & Escalation Management
* Perform AUTOSORT gatekeeping: validate ticket completeness, customer input, and diagnostic data; route valid complex cases to 3rd Level; return incomplete cases to 1st Level * Trigger 3rd Level Support when knowledge gaps, product issues, or documentation inaccuracies are identified.
Tools, AI & Knowledge Contribution
* Evaluate AI tool (Insight Loop) outputs and flag incorrect or incomplete suggestions for 3rd Level correction and future model training
Process Improvement & Ownership Areas
* Support assigned ownership area: ERP & Process Improvement, AI Tool Ownership, Parts Identification, or 24/7 Hotline Organization. * Support continuous improvement initiatives that enhance efficiency, quality, and scalability of technical support operations. * Providing feedback to R&D / engineering teams * Preparing technical reports * Applying Root Cause Analysis (RCA) methods * Cooperating with service and project teams * Managing service requests or support tickets
Collaboration, Standardization & Capability Building
* Work closely with 1st Level Support, Field Service, and 3rd Level experts to ensure seamless and efficient case resolution. * Support standardization, best-practice sharing, and process optimization within the Technical Support organization. * Deliver technical training or knowledge transfer to local teams when required to build organizational capability.
Qualifications
What You'll Bring
* A technical education or engineering degree in industrial machinery, automation, informatics, electro-mechanics, or a comparable qualification. * Proven experience in technical support, field service, commissioning, or a similar role within an industrial or machinery environment. * Strong technical understanding of industrial equipment and sorting systems. * Excellent analytical and troubleshooting skills with a structured problem-solving approach. * Experience with Root Cause Analysis (RCA) or comparable problem-solving methodologies. * Confident working with Windows-based systems, including configuration management, software and network settings, log analysis, and troubleshooting of machine-related IT components. * A proactive, ownership-driven mindset and a strong commitment to quality. * Strong collaboration and communication skills, with the ability to explain technical topics to different audiences. * Curiosity, learning agility, and enthusiasm for new technologies and AI-supported tools.
Additional Information
Interested?
We look forward to receiving your application through our internal career portal.
To apply, please provide:
* Your CV in English
* A short message telling us a bit about your background and why this position excites you
*TOMRA is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants regardless of race, color, religion, gender, gender identity, age, national origin, disability, parental or pregnancy status, marriage and civil partnership, sexual orientation, veteran status, or any other characteristic protected by law. Reasonable accommodations will be made to meet the requirements of the Americans with Disabilities Act and will be provided as requested by candidates taking part in all aspects of the selection process.