Product Expert

As a Product Expert at TOMRA Food, your main responsibilities include providing technical support and acting as a liaison between customers and our service team. You will resolve technical issues, assist in service estimations, provide training, and ensure customer escalations are managed efficiently. Your role will significantly contribute to maintaining high customer satisfaction and ensuring successful product integrations.

To qualify for the Product Expert position at TOMRA Food, you should have a bachelor’s degree in Electronical or Electro-Mechanical Engineering and 3-5 years of relevant experience, preferably with Air and Belt-based machines. Strong problem-solving skills and the ability to communicate effectively across diverse cultures and perspectives are essential for this role.

The Product Expert role is crucial for customer satisfaction at TOMRA Food as it serves as a direct point of contact for technical inquiries and support. By effectively addressing issues, managing escalations, and providing training to customers and Field Service Engineers, the Product Expert ensures that solutions are implemented promptly and customer needs are met efficiently.

In the Product Expert role at TOMRA Food, you will engage in creating training materials and documentation while also providing hands-on training for Field Service Engineers and customers. This initiative ensures that everyone involved is well-equipped with the knowledge necessary to handle the products effectively, promoting smooth operational workflows post-product launch.

A Product Expert at TOMRA Food enjoys numerous global career advancement opportunities. The company actively promotes internal growth with a strong emphasis on professional training and development. Your role in technical support can lead to senior positions within product management, customer solutions, or other strategic areas in the organization.

Discuss your passion for technology and how it intersects with your interest in sustainable practices in the food industry. Highlight specific experiences that motivated you to apply for this role.

Use the STAR method (Situation, Task, Action, Result) to describe a specific technical challenge you faced, how you approached it, and the positive outcome that resulted from your actions.

Explain your strategy for managing escalations by listening actively to the customer’s concerns, providing empathetic communication, and articulating clear action plans to resolve the issue promptly.

List your technical skills relevant to the role, such as experience with electrical and mechanical systems, problem-solving abilities, and familiarity with Air and Belt-based machines. Provide examples of how these skills have been applied in your previous roles.

Discuss your approach to prioritizing tasks, such as assessing urgency, impact on customer satisfaction, and resource availability. Use tools or strategies you've implemented to stay organized.

Detail your training methodologies, emphasizing interactive sessions, hands-on learning, and follow-up support. Include any metrics that highlight the success of your training efforts.

Provide a detailed account of your involvement in product integration, including how you addressed challenges and ensured seamless transitions for both customers and service teams.

Share a specific instance where you promoted safety protocols among your team or customers and how it improved compliance and overall safety standards.

Articulate your belief in the Product Expert's role as a bridge between customer feedback and the development team, highlighting how insights gathered can lead to product enhancements and more effective solutions.

Explain that effective communication is vital for understanding customer needs, managing expectations, and collaborating with internal teams to ensure successful resolutions and training, ultimately leading to higher customer satisfaction.