TOMRA

Customer Support

• You lead the customer experience strategy for the Americas region, with a clear focus on customer satisfaction, strong relationships, and reliable execution.
• You ensure that customer-facing operations run smoothly, projects are delivered professionally, and service quality continuously improves.
• As a leader, you act as a role model for TOMRA’s values and set the standard for customer-centric leadership.
• Drive customer-focused project execution in metal and waste recycling across technical, commercial, and organizational dimensions.
• Review sales inputs and contracts, manage internal projects, and ensure strong cross-functional coordination.
• Act as the main escalation point for complex customer issues and ensure sustainable resolutions.
• Monitor customer feedback and service KPIs to drive continuous improvement.
• Work closely with Sales, Marketing, and Product to strengthen customer engagement and retention.
• Develop team capabilities through targeted training and hands-on leadership.

Director of Customer Experience – Americas

Field Engineer

• Proactively identify, develop, and close service sales opportunities within the existing customer base, including upgrades, retrofits, technical projects, and care plans.
• Drive market development across the UK and Scandinavia region for all TOMRA Food platforms and applications.
• Build and manage a healthy opportunity pipeline to consistently deliver against regional revenue targets.
• Apply value-based selling principles to clearly articulate the technical and financial benefits of TOMRA service solutions.
• Lead negotiations and commercial discussions to secure profitable agreements.
• Act as a trusted technical advisor towards our customers, understanding their processes, challenges, and operational goals.
• Develop and present technical proposals, quotations, and business cases tailored to customer needs.
• Collaborate with internal technical experts as needed to ensure robust and competitive solutions.
• Work closely with the Regional Service Manager to align priorities, strategy, and forecasts.
• Provide regular updates on pipeline, forecasts, and market intelligence.

Sales Service Engineer

Sales

• Manage the sales territory and be responsible for achieving ambitious sales targets and ensuring strong customer satisfaction.
• Responsible for the full sales process from prospecting to closing and hand off to the project delivery teams.
• The ASM will lead daily sales activities to meet ambitious targets and build a sustainable pipeline, ensuring accurate and timely CRM updates and reliable monthly, quarterly, and annual sales forecasts.
• Operate within a consultative sales model by building strong customer relationships, understanding business needs, and aligning high-technology solutions to drive value, financial benefit, and differentiation.
• Act as the voice of the customer by understanding market and customer needs, delivering tailored value, and identifying or escalating opportunities for future development.
• The ASM must build and maintain strong, multi-level relationships within customer organizations to generate trust, high engagement, and credibility for both the role and the company.
• The ASM will be responsible for providing detailed local market intelligence (trends, competitors, etc.) to work into our planning.
• Plan and collaborate with colleagues on trade show and congress selection and participation, social media content, speaking engagements, and media/PR activities to support branding and growth objectives.
• Be the champion to ensure customer satisfaction within the territory.
• Close co-operation alignment with pre and post sales teams including service to ensure ongoing success and satisfaction.
• Develop and execute 1-3 plans for the territory and assist on building of rolling 5-year strategic plans for growth. This includes identifying new opportunities for development
• Must be a self-starter and able to work under own initiative.
• Promote a “Safety First” culture throughout the company, our customers, and our industry.

Area Sales Manager

• Ensure machines are performing to customer expectations
• React to machine issues in the field within an appropriate timeframe and ensure prompt resolution where an easy fix is not possible, ensure customer is well informed of the plan and potential costs
• Problem solves for operational or mechanical efficiency
• Troubleshoot machine problems and/or performance issues through to resolution
• Perform preventative maintenance to include undertaking pre-season and post-season servicing of machines, and work to enhance ongoing performance [of] the machines
• Complete removal and installation of mechanical components such as shafts, bearings, belts, motors
• Work collaboratively with engineering and/or research and development to improve work instructions and/or assist in the writing and editing of “build as” assembly and testing procedure documents
• Maintain close relationship with sales leadership by providing customer updates and advising on any potential sales opportunities or customer concerns for follow-up action(s)
• Maintain close relationship with customer care centre (CCC) team and provide regular updates
• Actively contributes to continuous improvement activities
• Ensure use of company tools and equipment is done correctly and are maintained to a level to prevent unnecessary or premature deterioration
• Assist with training and development of new Field Service Engineers, as requested
• Address or escalate customer complaints; ensure these are investigated or resolved, where possible, in a timely, clear and professional manner
• Proactively work with customers and internal stakeholders to successfully complete projects (e.g., research and development site testing, refurb, refit or upgrades)
• Regularly report on progress made with the customer activity plan and call cycle plans
• Act as the voice of the customer in the value chain to improve products systems and services, by reporting on feedback and comments received in the field leadership, research and development, or sales
• Perform customer training, as required
• Promote a “Safety first” culture throughout the company, our customers, and our industry

Field Service Engineer

• Ensure machines are performing to customer expectations.
• React to machine issues in the field within an appropriate timeframe and ensure prompt resolution.
• Where an easy fix is not possible, ensure customer is well informed of the plan and potential costs.
• Problem solving for operational or mechanical efficiency.
• Troubleshoot machine problems and/or performance issues through to resolution.
• Perform preventative maintenance to include undertaking pre-season and post-season servicing of machines, and work to enhance ongoing performance of the machines.
• Complete removal and installation of mechanical components such as shafts, bearings, belts, motors.
• Work collaboratively with engineering and/or research and development to improve work instructions and/or assist in the writing and editing of “build as” assembly and testing procedure documents.
• Maintain close relationship with sales leadership by providing customer updates and advising on any potential sales opportunities or customer concerns for follow-up action(s).
• Maintain close relationship with customer care centre (CCC) team and provide regular updates.
• Actively contribute to continuous improvement activities.
• Ensure use of company tools and equipment is done correctly and are maintained to a level to prevent unnecessary or premature deterioration.
• Assist with training and development of new Field Service Engineers, as requested.
• Address or escalate customer complaints; ensure these are investigated or resolved, where possible, in a timely, clear and professional manner.
• Promote a “Safety first” culture throughout the company, our customers, and our industry.

• Providing support to our customers in the northeastern region of Spain
• Installation, commissioning, maintenance, optimization and repair of sensor-based sorters at TOMRA Recycling installation bases
• Ensuring maximum performance of TOMRA sorting systems in the field
• Delivering exceptional customer experiences through effective communication and support
• Optimizing of the sorting systems / process by sampling and testing
• Identifying opportunities to add value to our customers businesses through the introduction of complementary TOMRA products, solutions and services
• Acting as a link between our customers and Head Quarters – collecting and providing feedback from the market so that we can continuously look for new opportunities for our customers

Director of Customer Experience – Americas

Sales Service Engineer

Area Sales Manager

Field Service Engineer

Field Service Engineer

Field Service Technician, East – Southeast