Regional Product Expert - Lane Sorting

Job Description

The Regional Product Expert for Lane Sorting is a go to expert for all technical related questions focused on our lane based platform portfolio. You have the ability to relate to customers, their views and issues, locally and in other countries and cultures. You use your excellent technical problem-solving, troubleshooting and communication skills to achieve a high customer satisfaction. You provide technical trainings, both internal and external and you play a key role supporting our global organization with your technical expertise.  

This role ensures technical excellence, consistent training delivery, and high-quality support for internal stakeholders and service teams. The ideal candidate has good product and technical application knowledge, in order to provide best-in-class technical back-office support and technical development services. 

Key responsibilities:

Technical Back-Office Support 

• As a product expert you act as technical interface between customers, partners, service, sales and global solutions. 

• You actively help with clarification offers, spare parts and help estimating required service time to fix issues. 

• You provide technical support, remote service and telephone service for both customers and Field Service Engineers 

• You manage pro-actively customer escalations ensuring pain points are addressed structurally 

• Maintain and refine internal knowledge bases, troubleshooting guides, and service documentation. 

• Ensure customer insights are captured, analyzed, and translated into improvement actions. 

• Promote best practices that enhance uptime, system performance, and customer experience 

Cross functional collaboration 

• Plan and deliver technical training to Service teams, customers, and key partners. 

• You actively support new product integration and help ensuring that our field service engineers have the necessary support & training before a product launch. 

• Establish and maintain strong working relationships with our partner in South Africa 

• You spend about 30% of your time at customers, 40% desk support, 10% process and platform improvement and 20% training. 

Continuous Improvement

• Contribute to portfolio strategy by providing data-driven insights and expertise on product performance and market trends. 

• You support and promote a safety-first culture throughout the team, company and at customers sites

Qualifications

• A bachelor degree in Electronical, Electro-Mechanical Engineering or related field 
• Experience in product or technical roles, ideally within a service organisation for industrial equipment.
• Excellent technical problem-solving, troubleshooting and follow-up skills 
• Strong communication and facilitation skills with demonstrated ability to present complex technical information and issues in a user friendly manner 
• Ability to relate to customers views and issues, locally and in other countries and cultures 
• Experience with an ERP/CRM preferable D365 is considered as an advantage.  
• Valid driver’s license and willingness to travel up to 60% of the time

Additional Information

Additional information:

• Work equipment including laptop and cell phone subscription provided
• 6-month probation period
• Notice period according to the Basic Conditions of Employment Act
• Annual leave: 21 working days (after 5 years continuous service an additional 5 days annual
• leave provided)
• Long service recognition: in accordance with TOMRA Jubilee policy
• Travel Expenses: Daily Allowance in accordance with SARS regulations for work away from home within South Africa and in other countries
• Pension Fund Scheme: Liberty Life (5% company contributions)
• Medical Aid & Mental Health Benefit policy cover: Discovery
• Life & Disability Insurance policy cover: Discovery

How to Apply:

If this sounds like you, we would love to hear from you! All applications will be managed in the strictest confidence.

TOMRA is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants regardless of race, colour, religion, gender, gender identity, age, national origin, disability, parental or pregnancy status, marriage and civil partnership, sexual orientation, veteran status, or any other characteristics. Reasonable accommodations will be made and will be provided as requested by candidates taking part in all aspects of the selection process.