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.
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.
Skills Required
- Technical education or engineering degree in industrial machinery, automation, informatics, electromechanics, or a comparable field
- Experience in technical support, field service, commissioning, or a similar role in an industrial or machinery environment
- Strong technical understanding of industrial equipment and sorting systems
- Strong analytical and troubleshooting skills with a structured problem-solving approach
- Experience with Root Cause Analysis or comparable problem-solving methodologies
- Experience with Windows-based systems, configuration management, software and network settings, log analysis, and machine-related IT troubleshooting
- Proactive, ownership-driven mindset and commitment to quality
- Strong collaboration and communication skills, including explaining technical topics to different audiences
- Curiosity, learning agility, and enthusiasm for new technologies and AI-supported tools
- Ability to provide a CV in English and a short application message
Tomra Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Tomra and has not been reviewed or approved by Tomra.
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Healthcare Strength — Feedback suggests comprehensive medical, dental, and vision coverage with supportive mental health and disability options, and low employee premium shares in some locations. This breadth and affordability are viewed as a strong part of the total rewards package.
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Retirement Support — A company-sponsored retirement plan with matching contributions is highlighted as a core benefit that supports long-term savings. This foundation adds stability to the overall compensation offering.
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Equity Value & Accessibility — An Employee Share Purchase Program enables broad participation with bonus or matching share mechanics tied to holding periods. This structure makes ownership more accessible and can enhance total compensation over time.
Tomra Insights
What We Do
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.
