Technical Services Engineer

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&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: 

• Own and manage technical service cases end to end, ensuring timely, effective resolution
• Respond to service tickets within agreed SLAs and prioritise customer impact
• Troubleshoot and resolve complex technical faults using structured diagnostic approaches
• Provide Tier 1 to Tier 3 escalation support across a range of technical issues
• Deliver remote and on-site support to customers and Field Service Engineers
• Identify required spare parts through structured diagnostics and system analysis
• Communicate clearly with customers on issues, next steps, timelines, and outcomes
• Act as a trusted technical advisor, supporting service planning, upgrades, and technical quoting
• Support customer projects including warranty, non-conformance, and engineering issues
• Maintain accurate documentation of all service activity for reporting, billing, and compliance
• Escalate complex issues to Product Experts and R&D when required
• Contribute to service improvement, standardisation, and modernisation initiatives
• Support regional customer strategies across APAC and broader service objectives
• Participate in on-call rotations to support critical customer needs
• Champion a strong “Safety First” culture across all activities

What you'll bring: 

Essential

• Experience in a technical service, field service, or technical support engineering role
• Strong troubleshooting and diagnostic skills with a structured problem-solving approach
• Ability to manage multiple priorities in a fast-paced environment
• Strong communication skills with both technical and non-technical stakeholders
• Customer-focused mindset with a commitment to service excellence

Desirable

• Experience supporting capital equipment or complex industrial machinery
• Exposure to multi-tier technical support environments (Tier 1–3 escalation)
• Experience working with regional or global support teams
• Familiarity with service documentation, ticketing systems, and SLA management
• Engineering or technical qualification in a relevant field

Why work for us: 

• Birthday leave - have a day off on us!
• Onsite car parking
• We love innovation, so we offer a collaborative environment where idea sharing and thinking outside the box is encouraged
• Global career opportunities with a strong record for promoting internally
• Professional training and development: We are passionate about people and seeing them succeed. 
• We care for the planet and want to make a difference for the future
• Superannuation employer contribution paid on top of base salary

At TOMRA we proudly recognise cultural diversity, inclusiveness of thought and individuals to create a great working environment for our employees. So, even if you don’t think you tick all the boxes and the requirements, but you have what it takes, we would still like to hear from you.