Technical Support Specialist for Food Processing Solutions

2 weeks ago

Seattle, Washington, United States Tomra Full time
Company Overview

TOMRA Food is a global leader in providing advanced sensor-based sorting, peeling, and integrated post-harvest solutions for the food sector. With over 50 years of experience, we are dedicated to transforming food production to enhance safety and reduce waste, ensuring that Every Resource CountsTM.

At TOMRA, we seek individuals who are eager to innovate, demonstrate enthusiasm in their roles, and act with integrity. We foster an environment that encourages creativity and calculated risk-taking, leading to innovations that challenge conventional practices. Our commitment to passion drives us to achieve excellence, while our responsible approach ensures the well-being of our customers, products, and team members.

Position Overview

The Technical Support Specialist is tasked with providing outstanding technical assistance, maintenance, installation, and training services for TOMRA's state-of-the-art food sorting machinery. This position is essential for ensuring the optimal functionality of TOMRA's solutions, enhancing equipment efficiency, and boosting customer satisfaction.

Key Responsibilities
  • Conduct field service operations at client locations, which encompass installation, commissioning, testing, integration, optimization, maintenance, and repairs, ensuring machines operate according to specifications.
  • Execute mechanical, electrical, electronic, and optical adjustments and setups.
  • Evaluate and diagnose equipment issues, troubleshooting problems until resolved.
  • Perform preventative maintenance, including seasonal services and ongoing performance enhancements.
  • Respond promptly and professionally to customer equipment concerns in the field, keeping clients informed of next steps and potential costs when immediate solutions are not available.
  • Address customer feedback and escalate issues to relevant parties when necessary.
  • Collaborate closely with engineering, research & development, sales, and customer solution delivery teams for continuous improvement, identifying potential sales opportunities and ensuring project completion.
  • Represent customer interests within the organization to enhance products, systems, and services by providing feedback from the field.
  • Assist in the training and development of new Technical Support Specialists as needed.
  • Instruct and guide customers on machine operation, utilization, and maintenance requirements.
  • Manage tools, testing equipment, technical documentation, and other assigned resources.
  • Take on additional tasks and responsibilities as required to support team success.
Safety, Quality, and Compliance
  • Promote a culture of "Safety First" throughout the organization and the industry.
  • Ensure compliance with safety and quality standards in all operations and customer interactions.
  • Adhere to established operating models and authority limits in decision-making.
  • Comply with policies, processes, and procedures to uphold quality and assurance standards.
  • Follow the company's code of conduct.
  • Implement initiatives aimed at enhancing quality, performance, and efficiency to deliver exceptional customer experiences.
Administrative Duties
  • Complete administrative responsibilities accurately and promptly.
  • Encourage effective communication and provide constructive feedback.
  • Support the overall vision, values, and culture of the organization.
  • Perform any other reasonable duties as assigned.
Qualifications

Essential Skills and Abilities
  • Strong knowledge of electronics and electrical assembly.
  • Ability to read, analyze, and interpret technical documents and regulations.
  • Professional customer support skills.
  • Capacity to build and maintain effective relationships with customers and colleagues.
  • Excellent communication skills in English.
  • Proficiency in Microsoft Office applications.
  • A positive attitude with a strong focus on customer service.
Education
  • An Associate's degree in electrical, electronic, automation, mechanical, mechatronics, sustainable manufacturing, or industrial engineering is preferred, or a combination of education and relevant experience.
Work Environment
  • Ability to work in food processing facilities, farms, cold storage areas, and outdoor environments with varying temperatures.
  • Comfortable in both open office settings and industrial customer sites.
Experience
  • Minimum of two years in field service and customer support.
  • Experience in PC assembly, repair, and diagnostic testing.
  • Familiarity with software installation on PCs.
  • Experience with packaging or printing machinery is a plus.
  • Experience in customer service delivery environments.
  • Knowledge of electronic system troubleshooting is advantageous.
  • Understanding of basic analog and digital circuits, electrical power circuits, and PLC circuits.
  • Familiarity with basic testing equipment such as oscilloscopes and voltmeters.
  • Knowledge of computer hardware and configurations.
  • Basic proficiency in MS Office products.
  • Ability to read schematics.
Physical Requirements
  • Ability to lift up to 80 lbs regularly.
  • Must be able to frequently bend, kneel, or stand.
  • Ability to work in confined spaces.
  • Ability to distinguish colors across the spectrum.
  • No significant food allergies that would hinder work around food products.
Travel Requirements
  • Willingness to travel at least 70% of the time, both domestically and internationally, on a flexible schedule, including weekends and holidays.
  • Ability to obtain a passport.
Driving Requirements
  • Must have the ability to drive without restrictions in the country of residence.
Additional Information

Why Join Us:

Joining TOMRA offers long-term career opportunities with a globally recognized company, including:
  • Comprehensive benefits package covering medical, dental, and vision premiums at 100% for employees.
  • Participation in a Silver Level 2023 Cigna Healthy Workforce Winning organization.
  • Generous PTO policy with 31 days annually (sick, vacation, holiday), increasing with tenure.
  • Be part of a mission to revolutionize resource management for a sustainable future.
  • An inclusive culture that values diversity, well-being, and camaraderie among team members.
  • Global career advancement opportunities with a strong internal promotion record.
  • Commitment to professional training and development, fostering individual success.
  • A collaborative environment that encourages innovation and creative thinking.
TOMRA is proud to be an Equal Opportunity Employer, providing equal employment opportunities to all individuals 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 as requested by candidates participating in the selection process.

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