{"id":3481828,"url":"https://alion.io/job/tomra-technical-support-engineer-3","title":"Technical Support Engineer*","company":{"id":4136,"name":"TOMRA","domain":"tomra.com","url":"https://alion.io/company/tomra","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":22,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":23,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Urmitz, Germany"],"countries":["DE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":40000,"max_usd":83000,"period":"year","method":"role_country_seniority_unknown","sample_n":71},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-29T17:33:24Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-01T11:19:28Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"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.\nAt 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.\nLooking for your next challenge within TOMRA?\nJoin 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.\nYour Mission\nTechnical Support & Troubleshooting\nProvide remote and on-site technical support\nDiagnosing equipment or system failures\nAnalyzing errors and malfunctions\nSupporting customers in critical situations\nSorting process analyzing and support with optimization\nExecute detailed problems to define appropriate corrective actions.\nOn-site travel time is approximately 25% of working time.\nExplaining technical issues and solutions\nAssisting with configuration of equipment or software\nCase Governance & Escalation Management\nPerform AUTOSORT gatekeeping: validate ticket completeness, customer input, and diagnostic data; route valid complex cases to 3rd Level; return incomplete cases to 1st Level\nTrigger 3rd Level Support when knowledge gaps, product issues, or documentation inaccuracies are identified.\nTools, AI & Knowledge Contribution\nEvaluate AI tool (Insight Loop) outputs and flag incorrect or incomplete suggestions for 3rd Level correction and future model training\nProcess Improvement & Ownership Areas\nSupport assigned ownership area: ERP & Process Improvement, AI Tool Ownership, Parts Identification, or 24/7 Hotline Organization.\nSupport continuous improvement initiatives that enhance efficiency, quality, and scalability of technical support operations.\nProviding feedback to R&D / engineering teams\nPreparing technical reports\nApplying Root Cause Analysis (RCA) methods\nCooperating with service and project teams\nManaging service requests or support tickets\nCollaboration, Standardization & Capability Building\nWork closely with 1st Level Support, Field Service, and 3rd Level experts to ensure seamless and efficient case resolution.\nSupport standardization, best-practice sharing, and process optimization within the Technical Support organization.\nDeliver technical training or knowledge transfer to local teams when required to build organizational capability.\nWhat You'll Bring\nA technical education or engineering degree in industrial machinery, automation, informatics, electro-mechanics, or a comparable qualification. \nProven experience in technical support, field service, commissioning, or a similar role within an industrial or machinery environment.\nStrong technical understanding of industrial equipment and sorting systems. \nExcellent analytical and troubleshooting skills with a structured problem-solving approach. \nExperience with Root Cause Analysis (RCA) or comparable problem-solving methodologies. \nConfident working with Windows-based systems, including configuration management, software and network settings, log analysis, and troubleshooting of machine-related IT components.\nA proactive, ownership-driven mindset and a strong commitment to quality. \nStrong collaboration and communication skills, with the ability to explain technical topics to different audiences.\nCuriosity, learning agility, and enthusiasm for new technologies and AI-supported tools.\nInterested?\nWe look forward to receiving your application through our internal career portal.\nTo apply, please provide:\nYour CV in English\n\nA short message telling us a bit about your background and why this position excites you\n\n*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.","description_format":"text","description_chars":5006,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Germany","iso":"DE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Vending & Automated Retail","Waste Management","Industrial Machinery"],"lifecycle":[{"event":"open","at":"2026-10-29T20:21:50Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":2,"expected_fill_days":23,"reasons":["conf:2","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-11-01T06:10:25Z"},"pay":null,"html_url":"https://alion.io/job/tomra-technical-support-engineer-3","json_url":"https://alion.io/job/tomra-technical-support-engineer-3.json","meta":{"generated_at":"2026-11-01T14:08:23Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":21807,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4136},"rest":"https://alion.io/mcp/rest/get_company?id=4136"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftomra-technical-support-engineer-3"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftomra-technical-support-engineer-3"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftomra-technical-support-engineer-3"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/tomra-technical-support-engineer-3\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftomra-technical-support-engineer-3"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3481828}},{"tool":"search_jobs","arguments":{"company":"tomra.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3481828},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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