Field Service Engineer

TOMRA Food is a multinational organization and a leading provider of sensor-based sorting, peeling and integrated post-harvest solution for the food industries. Transforming global food production to maximize food safety and minimize food loss by making sure Every Resource Counts, has been our strength for over 50 years.

At TOMRA, we want people to innovate, show 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 value passion that focuses and commits to meeting success. We believe in a responsible and safe mindset that takes care of our customers, products, and fellow employees.

The Field Service Engineer (FSE) is responsible for delivering high quality service to ensure enhanced machine performance and an excellent customer experience. Our Field Service Engineers are proactive, think critically, take initiative and are responsible for ensuring our solutions are delivered, installed, and maintained on an on-going basis.

Field Service Engineers have an aptitude for machine operations, mechanical, electrical, computation and operational, and electrical assembly and installation. He/she is responsible for meeting customer supply demands to ensure all aspects of end-to-end system quality are met, from installation to preventative maintenance – ensuring our customers receive optimal results from machinery. 

Key responsibilities:

• Ensure machines are performing to customer expectations
• React to machine issues in the field within an appropriate timeframe and ensure prompt resolution Where an easy fix is not possible, ensure customer is well informed of the plan and potential costs
• Problem solves for operational or mechanical efficiency
• Troubleshoot machine problems and/or performance issues through to resolution
• Perform preventative maintenance to include undertaking pre-season and post-season servicing of machines, and work to enhance ongoing performance [of] the machines
• Complete removal and installation of mechanical components such as shafts, bearings, belts, motors
• Work collaboratively with engineering and/or research and development to improve work instructions and/or assist in the writing and editing of "build as" assembly and testing procedure documents
• Maintain close relationship with sales leadership by providing customer updates and advising on any potential sales opportunities or customer concerns for follow-up action(s)
• Maintain close relationship with customer care centre (CCC) team and provide regular updates
• Actively contributes to continuous improvement activities
• Ensure use of company tools and equipment is done correctly and are maintained to a level to prevent unnecessary or premature deterioration
• Assist with training and development of new Field Service Engineers, as requested
• Address or escalate customer complaints; ensure these are investigated or resolved, where possible, in a timely, clear and professional manner
• Proactively work with customers and internal stakeholders to successfully complete projects (e.g., research and development site testing, refurb, refit or upgrades)
• Regularly report on progress made with the customer activity plan and call cycle plans
• Act as the voice of the customer in the value chain to improve products systems and services, by reporting on feedback and comments received in the field leadership, research and development, or sales
• Perform customer training, as required
• Promote a "Safety first" culture throughout the company, our customers, and our industry

About you: 

• Relevant university degree level qualification in Mechatronics, Mechanical, Electrical Engineering or Trade Certification is preferred.
• Two plus years' experience in a similar field (preferably AgriTech industry)
• Relevant experience in troubleshooting electrical and mechanical equipment, required.
• Relevant knowledge of electronics/electrical assembly and wiring.
• Strong understanding / knowledge of electronics and electrical assembly and wiring.
• Strong knowledge / understanding of PLC.
• Working knowledge of PC and MS office suite, required.
• Proven ability to read, analyse and interpret technical procedures and/or governmental regulations.
• Ability to solve practical problems.
• Experience with packaging and/or printing machinery, a plus.
• Excellent customer service skills required.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
• Good written and verbal communication skills.
• A positive attitude with a strong customer service mindset.
• Two plus years' experience in PC building, repairing and diagnostic testing.
• Project management experience or certification, a plus.
• Experience engaging with customers in a service delivery environment.

Physical Requirements: 

• Able to perform frequent bending, kneeling, and standing, and work in confined spaces.
• Ability to work under pressure.
• Ability to lift up to 50 lbs., on a regular basis.
• Ability to distinguish between the full range of colours in the colour spectrum.
• No major food allergies that would impede ability to work around or near food, nuts, fruits, and vegetables.

Work Environment:

• Ability to work in Food processing plants, farms, cold storage facilities, and outside in high/low temperatures.
• Willingness and ability to work overtime, as requested.

Travel:

• Ability and willingness to travel extensively up to 70% of the time
• Must be able to drive without restrictions and possess a valid Driver's License.
• Must be able to obtain a valid passport for travel.

Why work for us: 

• Birthday leave - have a day off on us
• Superannuation employer contribution paid on top of base salary
• TOMRA provides eight weeks of fully paid parental leave to all eligible employees
• Onsite car parking
• Employee referral bonus
• Jubilee program
• Employee Assistance Program (EAP)
• Global career opportunities with a strong record for promoting internally
• Professional training and development: We are passionate about people and seeing them succeed. 
• We love innovation, so we offer a collaborative environment where idea sharing and thinking outside the box is encouraged
• We care for the planet and want to make a difference for the future

At TOMRA we proudly recognise cultural diversity, inclusiveness of thought and individuals to create a great working environment for our employees. So, even if you don't think you tick all the boxes and the requirements, but you have what it takes, we would still like to hear from you.