Field Service Engineer

Company Description

TOMRA Food is a multi-national organization and a leading provider of sensor based sorting and processing technology for the fresh and processed food industries. Developing state-of-the-art technologies, optimizing customers' production flow, and helping to deliver consistent high quality output have been our strengths for more than 30 years in the food industry. Our US Food division is based in Sacramento, CA. and we are always seeking talented and passionate individuals to join our organization.

At TOMRA, we want people to innovate, exhibit 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 thrive off passion that always focuses and commits to meeting success. We demand a responsible and safe mindset that takes care of our customers, products and fellow employees.

Job Description

The Field Service Engineer is responsible for delivering exceptional technical support, maintenance, installation, and customer training services for TOMRA's cutting-edge recycling and waste sorting equipment. This role aims to ensure the seamless operation of TOMRA's solutions, maximize equipment performance, and enhance customer satisfaction. 

Primary Job Functions 

• Install new or modified equipment at customer facilities to ensure full functionality according to specifications.  
• Perform all mechanical, electrical, electronic and optical tuning and setup. 
• Ensure machines are performing to customer expectations. 
• Analyze, evaluate, and diagnose equipment problems independently. 
• 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 solve for operational or mechanical efficiency. 
• Troubleshoot machine problems and/or performance issues through to resolution. Perform preventative maintenance to include undertaking preseason and postseason 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). 
• Actively contributes to continuous improvement activities. 
• Assist with training and development of new Field Service Engineers, as requested. 
• Conduct customer-training sessions on utilization and basic maintenance of system.  
• Service and maintain installed equipment and preventive maintenance visits. 
• Manage and control tools, test equipment, technical documentation and other assigned equipment. 
• Prepare and submit applicable field service documentation.  
• Other duties may include, but are not limited to, instructing/training customers on operation and maintenance of equipment. 

Customer Service: 

• Address or escalate customer complaints; ensure these are investigated or resolved, when 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. 

Qualifications

Required Skills/Abilities

• Relevant knowledge of electronics/electrical assembly and wiring. 
• Strong understanding / knowledge of electronics and electrical assembly and wiring. 
• Proven to read, analyze and interpret technical procedures and/or governmental regulations. 
• Assist and support customers in a professional manner 
• Ability to establish and maintain effective working relationships with customers, internal and external associates and management 
• Excellent communication skills and the ability to deal effectively with customers in the English language as necessary. 
• Competent with Microsoft Office – Word, Excel and Outlook 
• A positive attitude with a strong customer service mindset. 

Education

• A degree or certification in electrical, electronic, automation, mechanical, mec