Hotline & Online Technician

TOMRA was founded in 1972 in Norway and is one of the leading providers of reverse vending automation for food and beverage retailers and an innovator in the field of circular economy and clean loop recycling. Through our reverse vending systems, we help protect the planet by minimizing plastic pollution and waste. Today, we operate in more than 80 markets worldwide and continue to grow by introducing deposit laws in various countries.

TOMRA Collection Poland is in the middle of the start-up phase and is growing fast.

This is the reason, we are looking for a full-time colleague, based in Warsaw, who can start asap as

Hotline & Online Technician

in a fast growing company with start-up flair

At the beginning, this position will mainly support in coordinating installations throughout Poland and disposition of service technicians for installations. Also finishing installations online, meaning to include the finalized installation in the TOMRA network.

This person will constantly already be involved in the online support but will be at the laters after Rollout of our machines be "Hotline and Online Technician" in classic way. Being the first point of contact for customers. This person is responsible to ensure a hotline support for customers fulfilling our SLAs. Either via phone or via ticket system, this person will solve customers' issues with our reverse vending systems. So this person needs to have a technical education and interest in being in constant contact with customers, always polite and enjoying to support customers requests.

Responsibilities:

• Processing and solving customer inquiries for our reverse vending systems, either via phone or via ticket system
• Troubleshooting, diagnosis and fault rectification via remote support
• Dispatching of Service technicians, if problems cannot be resolved online
• Identification of the reported problem by the customer, providing the first line of support
• Creating service orders in the system and closing them
• Administrative and operational activities (order creation, monitoring order status, finalizing work orders in the system, spare parts maintenance, internal logistics, etc.)
• Provide support for field/service staff operations (resolving emergencies, scheduling visits
• Connecting our customers stores with our TOMRA network
• Finishing installations online with the hotline team – connecting our Reverse vending machines to IT from stores and their headquarters
• Uploading database and software to the network and register to deposit system organization
• Train and develop new colleagues 

Requirements:

• Technical education with a focus on electrical engineering, mechatronics, IT or comparable
• Strong communication skills, politeness and enjoyment of customer contact
• Excellent Polish and good English skills for communication with international colleagues
• Solution orientation and good organizational skills

Our benefits:

• An exciting responsible position in a growing and secure company in a friendly atmosphere with a "you" culture.
• Replacement contract with possibility for an undefined period.
• Option for private health insurance, co-financing sport card, benefit platform. 
• E-Learning platform, employee referral program. 
• Flat hierarchies and open-door policy in a future-oriented industry
• "Leading the resource revolution" - together at TOMRA we are working to create a sustainable future - become part of it