Job
In diesem technischen Support-Job bearbeitest du komplexe Probleme im Bereich Maschinen- und Softwarekonfiguration, bietest remote und vor Ort Unterstützung und optimierst den Supportprozess durch enge Zusammenarbeit mit internationalen Expertenteams.
Job-Technologien
Deine Rolle im 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.
- 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.
- 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 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.
Unsere Erwartungen an dich
Ausbildung
- A technical education or engineering degree in industrial machinery, automation, informatics, electro-mechanics, or a comparable qualification.
Qualifikationen
- 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-supported tools.
Erfahrung
- 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
Gesundheit, Fitness & Fun
Work-Life-Integration
Themen, mit denen du dich im Job beschäftigst
Job-Standorte
Das ist dein Arbeitgeber
TOMRA wurde 1972 mit einer Innovation gegründet, die mit dem Design, der Herstellung und dem Verkauf von Rücknahmestellen (RVMs) für die automatische Sammlung von Getränkebehältern begann.
- Etablierte Firma
- Onsite, Hybrid
- Industrie, Produktion · Energiewirtschaft, Umwelt
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