Field Service Supervisor

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 sure Every Resource Counts™, 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 Description

Primary Job Functions 

• Provide exceptional customer service to both internal and external stakeholders.
• Lead the team to achieve targets for customer satisfaction, revenue generation, and cost management.
• Address inquiries from customers, Sales Agents, and Area Sales promptly and effectively.
• Collaborate with Managers and Field Service Engineers to tackle technical challenges.
• Travel to customer sites as necessary to resolve unresolved technical issues.
• Analyze field reports and maintenance checklists to ensure comprehensive problem-solving.
• Ensure accurate timecard reporting in our Time Management System.
• Conduct quarterly KPI reviews and annual team evaluations.
• Liaise with Product Support Experts and Engineering to resolve technical issues in the field.
• Research and devise solutions for persistent or recurring problems, ensuring alignment with customer needs and company profitability.
• Report technical and engineering issues to the TOMRA organization and follow through on resolutions.
• Strategize with relevant personnel to address long-term unresolved issues effectively.
• Conduct on-site service visits to expedite resolutions for persistent problems.

People Management & Communication  

• Lead and develop the team through performance management, career planning, and fostering accountability, trust, and collaboration.
• Promote TOMRA Values and leadership principles to ensure effective communication, teamwork, and a culture of feedback.

Qualifications

Required Skills/Abilities

• Experience with IFS, Microsoft Dyamics 365, preferred 
• Experience as a self-starter and multi-tasker, self-motivated, with a capacity to perform in a fast-paced environment 
• Knowledge of computer hardware and configurations. 
• Basic knowledge of MS Office products; Word, Excel and PPT 
• Strong analytical thinker and ability to communicate procedures in detail via in-person, phone, or email. 
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. 
• Spanish and other languages are a plus. 
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. 
• Ability to read schematics  

Education

• A Bachelor's degree in electrical, electronic, mechanical, mechatronics, sustainable manufacturing, or industrial engineering is preferred or equivalent experience. 

Work Environment

• Ability to work in an open office environment as well as industrial customer worksites. 
• Ability to work in Food processing plants, farms, cold storage facilities, and outside in high/low temperatures 

Experience

• 2+ years of experience required as a supervisor, additional customer service background a plus. 
• Experience from similar position preferred  
• Experience in field service and customer support.  
• Experience in electronic system troubleshooting a plus.  
• Experience in PC building, repairing and diagnostic testing.  
• Experience in installing software on PC’s.  
• Working knowledge of basic analog and digital circuits, electrical power circuits, PLC circuits.  
• Working knowledge of basic test equipment such as oscilloscopes and voltmeters.  

Physical Requirements

• Be able to lift up to 50 lbs of equipment on a regular basis  
• Must be able to frequently bend, kneel, or stand and work in confined spaces  
• Ability to distinguish between the full range of colors in the color spectrum.  
• Ability to work in Food processing plants, farms, cold storage facilities, and outside in high/low temperatures.  
• No major food allergies that would impede ability to work around or near food, nuts, fruits, and vegetables.