Job Description
Company Description
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 sureEvery Resource CountsTM, has been our strength for over 50 years.
At TOMRA, we want people toinnovate, showpassionin their work and beresponsible.
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.
Job Description
As aTechnical Services Engineer (TSE), you'll be at the centre of our APAC support ecosystem, diagnosing complex issues, driving escalations, and delivering best-in-class technical support to customers and Field Service Engineers to maximise machine performance and customer experience.
You'll be accountable for key KPIs and SLAs within a high-performing Customer Support team, with a strong focus on safety, quality, and continuous improvement, while collaborating with customers, field teams, Product Experts, and R&D; to resolve issues and strengthen service capability across the region.
This role suits someone who thinks rapid, acts decisively, and takes full ownership from problem to resolution.
Your Role:
Own and manage technical service cases end to end, ensuring timely, effective resolution




Respond to service tickets within agreed SLAs and prioritise customer impact
Troubleshoot and resolve complex technical faults using structured diagnostic approaches
Provide Tier 1 to Tier 3 escalation support across a range of technical issues
Deliver remote and on-site support to customers and Field Service Engineers
Identify required spare parts through structured diagnostics and system analysis
Communicate clearly with customers on issues, next steps, timelines, and outcomes
Act as a trusted technical advisor, supporting service planning, upgrades, and technical quoting
Support customer projects including warranty, non-conformance, and engineering issues
Maintain accurate documentation of all service activity for reporting, billing, and compliance
Escalate complex issues to Product Experts and R&D; when required
Contribute to service improvement, standardisation, and modernisation initiatives
Support regional customer strategies across APAC and broader service objectives
Participate in on-call rotations to support critical customer needs
Champion a strong "Safety First" culture across all activities
Qualifications
What you'll bring:
Essential
Experience in a technical service, field service,



or technical support engineering role
Strong troubleshooting and diagnostic skills with a structured problem-solving approach
Ability to manage multiple priorities in a fast-paced environment
Strong communication skills with both technical and non-technical stakeholders
Customer-focused mindset with a commitment to service excellence
Desirable
Experience supporting capital equipment or complex industrial machinery
Exposure to multi-tier technical support environments (Tier 1–3 escalation)
Experience working with regional or global support teams
Familiarity with service documentation, ticketing systems, and SLA management
Engineering or technical qualification in a relevant field
Additional Information
Why work for us:
Birthday leave - have a day off on us!
Onsite car parking
We love innovation, so we offer a collaborative environment where idea sharing and thinking outside the box is encouraged
Global career opportunities with a strong record for promoting internally
Professional training and development: We are passionate about people and seeing them succeed.
We care for the planet and want to make a difference for the future
Superannuation employer contribution paid on top of base salary
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.

📌 Technical Services Engineer (Melbourne)
🏢 Tomra
📍 Melbourne