Technical Support Engineer*

Tomra; Mülheim-Kärlich; On-site; EUR 55,000 - 75,000; Full time

Job summary

TOMRA is seeking a Customer Experience professional to join our team and support colleagues and customers across the EMEA region. You will troubleshoot complex technical issues, collaborate with international teams, and help shape the future of our support organization.

Your mission includes technical support and troubleshooting, case governance and escalation management, and using AI tools to improve knowledge and processes.

Qualifications

• Bachelor-level technical degree or engineering background preferred.
• Proven experience in technical support, field service, or commissioning in industrial environments.
• Strong understanding of industrial equipment and sorting systems.
• Excellent analytical and troubleshooting skills with structured problem solving.
• Experience with RCA or similar problem-solving methodologies.

Responsibilities

• Provide remote and on-site technical support across the EMEA region.
• Diagnose equipment or system failures and analyze errors.
• Explain technical issues and solutions to customers and colleagues.
• Assist with configuration of equipment or software.
• Collaborate with 1st/3rd level support and R&D/engineering teams.

Skills

Analytical problem-solving

Customer-focused communication

Technical aptitude

Team collaboration

Education

Technical engineering degree (industrial machinery/automation/electro-mechanics)

Tools

Windows-based systems

Root Cause Analysis (RCA)

ERP / IT systems

Job 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.

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
• 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 equipmentand 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?

*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.