Technical Support Engineer - Charlotte, NC

Company Description

Today, we are not utilizing resources in a sustainable way. In fact, the world is only 9% circular, meaning much of the Earth's precious resources are only used once, leaving huge untapped potential for more sustainable resource management. TOMRA provides cutting-edge solutions for optimal resource productivity within the recycling, mining and food industries and is therefore uniquely positioned to shape the Circular Economy, creating demand for this way of thinking in the world. At TOMRA we want to be a thought leader, encouraging a more sustainable way of thinking and inspiring active change around the world.

We are recruiting for a Technical Support Engineer to cover the Americas region due to company growth.

At TOMRA, we want people to innovate, exhibit passion in their work and be responsible. We encourage the freedom to innovate and take risks that result in breakthroughs that challenge the status quo. We thrive off passion that always focuses and commits to meeting success. We demand a responsible and safe mindset that takes care of our customers, products and fellow employees.

Job Description

Primary Job Functions

• takes care of the remote service for all recycling machines all over the world with focus on North and South Americas.

• Point of contact for service related issues in TOMRA INSIGHT portal (manage customer accounts, requests, problems,....)
• responsible for technical issues and clearance inside recycling service organisation (parts, upgrades, rebuilds,..)
• clarification of offers (technical part), needed spare parts and needed time on site.
• tracking of returned spare parts (guarantee, repairs)
• travel approx. 25-50% to customers to work in field

Roles and Responsibilities

• Complete and satisfying support of customers and partners
• Supporting colleagues in field
• Ensure data quality of customer data

Qualifications

Required Skills/abilities:

• Excellent customer service skills with external and internal customers.
• Excellent IT and network skills
• Fluent in spoken and written English and Spanish
• Excellent technical problem-solving, troubleshooting, and follow-up skills
• Basic understanding of cloud based solutions
• Identification of customer pain points
• Experience in field service and commissioning is a plus

Physical Requirements

• Job requires frequent bending, kneeling and standing
• Lifting of up to 80 lbs.
• Working in confined spaces.
• Ability to drive for long distances
• No major allergies that would impede on the job requirements Work Environment at Recycling customers.
• Ability to work in Recycling processing plants and high/low temperatures

Experience

• Experience in field service and customer support.
• Experience in electronic system troubleshooting a plus.
• Working knowledge of basic analog and digital circuits, electrical power circuits, PLC circuits.
• Working knowledge of basic test equipment such as oscilloscopes and voltmeters.
• Knowledge of computer hardware and configurations.
• Basic knowledge of MS Office products; Word, Excel and PPT
• Ability to read schematics
• Strong analytical thinker and ability to communicate procedures in detail via phone or email.

Education:

• A Bachelor's degree in IT engineering, electrical, electronic, mechanical, mechatronics, sustainable manufacturing, or industrial engineering is preferred.
• Initial training will be provided at multiple TOMRA locations, ranging from six to twelve months, depending on experience.

Additional Information

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.'