Field Service Engineer

This is a fully remote position, open to applicants in Australia.

📋 Description

• Ensure that machines operate according to customer expectations.

• Respond to machine issues in the field promptly and ensure timely resolution; when immediate fixes are not possible, keep the customer informed about the plan and potential costs.

• Engage in problem-solving to enhance operational or mechanical efficiency.

• Diagnose machine problems and/or performance issues until resolved.

• Conduct preventative maintenance, including pre-season and post-season servicing of machines, and work towards improving the ongoing performance of the machines.

• Carry out the removal and installation of mechanical components such as shafts, bearings, belts, and motors.

• Collaborate with engineering and/or research and development to refine work instructions and assist in drafting and editing “build as” assembly and testing procedure documents.

• Maintain a strong relationship with sales leadership by providing updates to customers and advising on potential sales opportunities or customer issues for follow-up actions.

• Foster a close relationship with the customer care centre (CCC) team and provide regular updates.

• Actively participate in continuous improvement initiatives.

• Ensure that company tools and equipment are utilized properly and maintained to avoid unnecessary or premature wear.

• Support the training and development of new Field Service Engineers when requested.

• Address or escalate customer complaints; ensure these are investigated or resolved in a timely, clear, and professional manner when possible.

• Proactively collaborate with customers and internal stakeholders to successfully complete projects (e.g., research and development site testing, refurbishments, refits, or upgrades).

• Regularly report on progress related to the customer activity plan and call cycle plans.

• Serve as the voice of the customer within the value chain to improve product systems and services by providing feedback and comments from field leadership, research and development, or sales.

• Conduct customer training as required.

• Advocate for a “Safety first” culture within the company, among our customers, and throughout the industry.

⛳️ Requirements

• An industrial trade qualification in electrical, electronic, automation, mechanical, mechatronics, or industrial manufacturing is preferred, or an equivalent degree/diploma.

• A minimum of 3 years of experience as a field service engineer or equivalent educational background.

• Relevant experience in troubleshooting electrical, electronic, or mechanical equipment.

• Strong understanding and knowledge of electronics, electrical assembly, and wiring.

• Knowledge and understanding of PLC systems.

• Experience in PC building, repair, and diagnostic testing.

• Proficient in PC and MS Office Suite.

• Proven capability to read, analyze, and interpret technical procedures and governmental regulations.

• Ability to solve practical problems effectively.

• Experience with packaging and/or printing machinery is a plus.

• Excellent customer service skills are essential.

• Capable of effectively presenting information and responding to inquiries from groups of managers, clients, customers, and the public.

• Strong written and verbal communication skills.

• Maintain a positive attitude with a strong customer service orientation.

• Experience interacting with customers in a service delivery environment.

• Ability to perform frequent bending, kneeling, and standing, and work in confined spaces.

• Ability to work effectively under pressure.

• Capacity to lift up to 20 kg regularly.

• Ability to distinguish between the full range of colors in the color spectrum.

• No major food allergies that would hinder the ability to work around or near food, nuts, fruits, and vegetables.

🏝️ Benefits

• Birthday leave - enjoy a day off on us!

• Superannuation employer contributions paid in addition to base salary.

• TOMRA offers eight weeks of fully paid parental leave to all eligible employees.

• Onsite car parking available.

• Employee referral bonus program.

• Jubilee program.

• Employee Assistance Program (EAP).

• Global career opportunities with a strong record of promoting from within.

• Professional training and development: We are committed to supporting our people and their success. We embrace innovation and provide a collaborative environment that encourages idea sharing and creative thinking.

• We are dedicated to caring for the planet and making a positive impact for the future.

• At TOMRA, we proudly embrace cultural diversity and inclusiveness of thought and individuals, creating a great working environment for our employees. Even if you feel you don't meet all the requirements, but believe you have what it takes, we encourage you to apply.