Job
In this technical support role, you will troubleshoot complex machine and software configuration issues, provide remote and on-site assistance, and optimize support processes through collaboration with international expert teams.
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Job technologies
Your role in the team
- 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.
- Provide remote and on-site technical support.
- Diagnosing equipment or system failures.
- Analyzing errors and malfunctions.
- Supporting customers in critical situations.
- Analyzing the sorting process and supporting its 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.
- 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.
- Evaluate AI tool (Insight Loop) outputs and flag incorrect or incomplete suggestions for 3rd-level correction and future model training.
- Support assigned ownership area: ERP & Process Improvement, AI Tool Ownership, Parts Identification, or 24/7 Hotline Organization.
- Support continuous improvement initiatives that enhance the 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.
- 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.
Our expectations of you
Education
- A technical education or engineering degree in industrial machinery, automation, computer science, electromechanics, or a comparable qualification.
Qualifications
- Strong technical understanding of industrial equipment and sorting systems.
- Excellent analytical and troubleshooting skills with a structured problem-solving approach.
- 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-powered tools.
Experience
- Proven experience in technical support, field service, commissioning, or a similar role within an industrial or machinery environment.
- Experience with Root Cause Analysis (RCA) or comparable problem-solving methodologies.
Benefits
Health, fitness & fun
Work-Life-Integration
Topics you will work on
Job locations
About your employer
TOMRA was founded in 1972 with a innovative design for reverse vending machines (RVMs) that could automatically collect beverage containers. This innovative idea has led TOMRA to become a leader in manufacturing and selling RVMs all over the world.
- Established Company
- Onsite, Hybrid
- Industry, Production · Power Sector, Economy
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