As 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&amp;D to resolve issues and strengthen service capability across the region.This role suits someone who thinks fast, acts decisively, and takes full ownership from problem to resolution.Your Role: <ul><li>Own and manage technical service cases end to end, ensuring timely, effective resolution</li><li>Respond to service tickets within agreed SLAs and prioritise customer impact</li><li>Troubleshoot and resolve complex technical faults using structured diagnostic approaches</li><li>Provide Tier 1 to Tier 3 escalation support across a range of technical issues</li><li>Deliver remote and on-site support to customers and Field Service Engineers</li><li>Identify required spare parts through structured diagnostics and system analysis</li><li>Communicate clearly with customers on issues, next steps, timelines, and outcomes</li><li>Act as a trusted technical advisor, supporting service planning, upgrades, and technical quoting</li><li>Support customer projects including warranty, non-conformance, and engineering issues</li><li>Maintain accurate documentation of all service activity for reporting, billing, and compliance</li><li>Escalate complex issues to Product Experts and R&amp;D when required</li><li>Contribute to service improvement, standardisation, and modernisation initiatives</li><li>Support regional customer strategies across APAC and broader service objectives</li><li>Participate in on-call rotations to support critical customer needs</li><li>Champion a strong “Safety First” culture across all activities</li></ul>

TOMRA was founded on an innovation in 1972 that began with the design, manufacturing and sale of reverse vending machines (RVMs) for automated collection of used beverage containers. Today TOMRA provides technology-led solutions that enable the circular economy with advanced collection and sorting systems that optimize resource recovery and minimize waste in the food, recycling and mining industries.

Technical Services Engineer

About the Job

About the Company

Tomra

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