Company DescriptionTOMRA 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 CountsTM, 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.Job DescriptionAs a Technical 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 quick, acts decisively, and takes full ownership from problem to resolution.Your Role: Own and manage technical service cases end to end, ensuring timely, effective resolutionRespond to service tickets within agreed SLAs and prioritise customer impactTroubleshoot and resolve complex technical faults using structured diagnostic approachesProvide Tier 1 to Tier 3 escalation support across a range of technical issuesDeliver remote and on-site support to customers and Field Service EngineersIdentify required spare parts through structured diagnostics and system analysisCommunicate clearly with customers on issues, next steps, timelines, and outcomesAct as a trusted technical advisor, supporting service planning, upgrades,



and technical quotingSupport customer projects including warranty, non-conformance, and engineering issuesMaintain accurate documentation of all service activity for reporting, billing, and complianceEscalate complex issues to Product Experts and R&D; when requiredContribute to service improvement, standardisation, and modernisation initiativesSupport regional customer strategies across APAC and broader service objectivesParticipate in on-call rotations to support critical customer needsChampion a strong "Safety First" culture across all activitiesQualificationsWhat you'll bring: EssentialExperience in a technical service, field service, or technical support engineering roleStrong troubleshooting and diagnostic skills with a structured problem-solving approachAbility to manage multiple priorities in a fast-paced environmentStrong communication skills with both technical and non-technical stakeholdersCustomer-focused mindset with a commitment to service excellenceDesirableExperience supporting capital equipment or complex industrial machineryExposure to multi-tier technical support environments (Tier 1–3 escalation)Experience working with regional or global support teamsFamiliarity with service documentation, ticketing systems, and SLA managementEngineering or technical qualification in a relevant fieldAdditional InformationWhy work for us: Birthday leave - have a day off on us!
Onsite car parkingWe love innovation, so we offer a collaborative environment where idea sharing and thinking outside the box is encouragedGlobal career opportunities with a strong record for promoting internallyProfessional 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 futureSuperannuation employer contribution paid on top of base salaryAt 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