TOMRA Food is a multinational organisation and a leading provider of sensor-based sorting, peeling and integrated post-harvest solution for the food industries. Transforming global food production to maximise food safety and minimise 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.

Join the resource revolution!

You will be the team lead of a group of product experts who is responsible for supervising and coordinating the work of your team, responsible for technical Support, training and new product integration of our Lane sorter portfolio.  You will have a focus on coaching and developing your team and to continually improve customer experience.

Your main tasks are:

• Lead a team of EMEA product experts, focused on lane sorters.
• You are responsible for technical back office, remote support and you ensure a quick high level expertise to customers and both internal and external field services engineers.
• You are responsible for technical trainings and makes sure technical documentation is available and easy to access.
• You drives the team and ensures it’s optimally trained to provide high level support on assigned platforms. 
• You work closely with other team leads and actively engage in tool & process optimization. 

Technical Support

• Support our customers, team leads and our internal & external Field service technicians with technical advice and support.
• You visit, as required on a regular base our customers to understand equipment, upgrades, service jobs and optimizations.
• You develop and coach employees though Management by Objectives and annual performance reviews.

Efficiency

• You challenge yourself and the team by setting and measuring smart KPI’s
• You ensure successes are repeated and best practice spread for operational excellence.
• Ensure that corrective action is taken where adverse variations to target achievement occur or inadequate performance is suspected. Instigate actions and strategies to bring about necessary improvements.
• Implement and follow-up new product launches in the region, together with the global product expert. 

Customer Service

• Improve on the quality of commitment to customer service and retention by enhanced facilities, improved technical skills and high standards of quality workmanship as well as best practice in customer handling and communication
• Manage proactively customer escalations ensuring pain points are addressed structurally
• Liaise regularly with Products Sales team in the region to ensure information’s are shared and joint action plan are developed and executed

Team Leadership

• Recruit, onboard, evaluate and develop team members
• Communicating the objective by maintaining consistency and focus. Translating the overall direction and strategy into meaningful and tangible objectives and actions for teams to achieve desired results
• Ensure that all employees are committed to the principles and ethics and that these principles are the basis of customer relation management
• Establish and maintain daily workshop timekeeping and labor productivity records (Service reports) to monitor the effective use of technician and productive labor -Monitor hours attended and worked to achieve labor efficiency targets
• Establish and maintain a training needs analysis to provide satisfactory levels of knowledge, skill, job satisfaction, installed base coverage and cost-effective development of service personnel
• Ensure all Health and Safety policies and procedures are adhered to.
• Regularly (as requested and as required) inform management on projects, business and operations status, customers satisfaction and expectations, market conditions, etc.

Safety and Quality

• Promote a “Safety first” culture throughout the company, our customers, and our industry.
• Ensure adherence to safety and quality across all facets of our operation and customer delivery
• Ensure the team works within agreed operating models, and ensure all decisions are made within agreed authority limits.
• Ensure compliance with agreed processes / procedures, controls and address quality and assurance outcomes as required
• Identify, implement and embed any Excellence initiatives to improve quality, performance and efficiency of the team to facilitate outstanding customer experience

Organisation

• Complete administrative tasks in an accurate and timely manner
• Observe and comply with policies, procedures and quality management systems
• Observe and comply with our code of conduct
• Positively and actively support effective communication, encourage and provide constructive feedback
• Support the overall organisational vision, values and culture
• Any other reasonable duties as required.

Leading Self:

• You are flexible and open for change and actively engage for continuous improvement.
• You are a team player and you have the ability to support your members with daily challenges.
• Solid understanding of electro-mechanical engineering.
• Working knowledge of electrical power circuits and PLC circuits would be an advantage.
• Knowledge of computer hardware, networking and PC configurations is considered a must
• Ability to establish and maintain effective working relationships and communication with customers, internal and external partners, and management.
• Excellent communication skills in English and Dutch. Knowledge of French and/or German are a plus.
• A valid driver’s license with a good driving record.
• Ability to travel up to 30% of the time

Leading Others:

• Possess leadership and coaching attributes, enabling the ability to lead and develop a team.
• Excellent communication skills, both spoken and written, with proficiency in English.
• Ability to relate to and engage with customers on a local level, addressing their needs and concerns.
• Socially outgoing personality, facilitating effective interactions with team members, clients, and stakeholders.

• Metal industry Valencia CBA
• Base salary (12 months)
• 10% bonus (70% CO & 30% PO)
• Company car + fuel card for personal use
• Cellphone + laptop
• Extended life insurance policy with Allianz (150k value)
• Private health insurance offered at discounted rate with Adeslas (optional)
• Annual leave 29 days per year according to CBA
• Ongoing training and development opportunities