Technical Support Engineer*

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.

Requirements

• 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.
• Company Description
• Imagine a place where your contributions lead to real impact. Welcome to TOMRA, where innovation and sustainability are at the core of our mission. From all corners of the world, we transform how we obtain, use, and reuse the planet’s resources. With innovation at our core, we develop and manufacture sensor-based sorting technologies for the global recycling and waste management industry. Our success is reflected in more than 9,000 sorting units installed and a presence in over 100 countries - making TOMRA Recycling a trusted partner for customers around the globe.
• At TOMRA, we encourage a culture of purpose, collaboration, and continuous improvement. Our teams are empowered to make a real impact - driven by passion, guided by responsibility, and inspired by innovation we make a shared commitment to sustainability. We believe that diverse perspectives fuel creativity, and we actively cultivate an inclusive workplace where everyone feels valued and heard.