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Technical Support Supervisor

TOMRA Sorting Food is hiring a Technical Support Supervisor.

USA 30.10.2018
  • Supervise the Technical Service Engineers; manage their day to day schedules, issues, concerns, development and training.
  • Support TSE team with customer issues or concerns.
  • Integral part of the Service management team. Work as a team to lead and grow the organization through meeting department objectives and goals.
  • Excellent customer service skills with external and internal customers.
  • Respond to and resolves inquiries from customers, Sales Agents, Area Sales Managers, and FSE’s regarding technical issues.
  • Travel to customer sites as needed to resolve technical issues that have not been resolved by the FSE (call escalations).
  • Research and analyze field reports and maintenance checklist to ensure all problems and pending issues are solved.
  • Ensures that continuous telephone support is available to customers as well as FSE’s who are in the field.
  • Analyse technical problems to ensure that the CSC sends the necessary parts and/or the appropriate FSE.
  • Interface with Product Support Experts and Engineering to help the resolve technical problems identified in the field.
  • Research and provide solutions to unresolved long-term or repeat problems by contacting the responsible Product Support Expert (PSE) within TOMRA and our suppliers.
  • Ensures that solutions are both technically and commercially correct in order to meet the customer’s needs and TOMRA’s profitability.
  • Reports technical and engineering problems to the TOMRA organization and follows up with resolutions.
  • Examines and analyses long term unsolved or repeat problems by meeting with appropriate personnel/department and working out action plan.
  • Makes on-site service visits to expedite resolution to long-term problems.

 

Required skills/abilities:

  • Excellent customer service skills with external and internal customers.
  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
  • Ability to write reports, business correspondence, and procedure manuals.
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
  • Familiarity with travel procedures, geographical locations, customer service practices.
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Spanish and other languages are a plus.
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

 

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
  • Ability to distinguish between the full range of colors in the color spectrum
  • No major food allergies that would impede on the job requirements

 

Work Environment:

Ability to work in Food processing plants, farms, cold storage facilities, and outside in high/low temperatures

 

Experience:

5+ years experience in field service and customer support. • Experience in electronic system troubleshooting. • 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 electrical, electronic, mechanical, mechatronics, sustainable manufacturing, or industrial engineering is preferred.


Supervision: yes


Travel:

  • Extensive domestic and international travel, with up to 50 %
  • Must have or be able to obtain a valid passport.

 

Driving:

Ability to drive without restrictions

 

How to apply?

Submit your resume by email to TSS-Common-HR-DEN@tomra.com