Service Desk Agent

At Tetra Pak we commit to making food safe and available, everywhere; and we protect what's good – protecting food, protecting people, and protecting the planet. By doing so we touch millions of people's lives every day. 

And we need people like you to make it happen.

We empower you to reach your potential with opportunities to  make an impact to be proud of – for food, people and the planet.

We are seeking enthusiastic candidates to join our Service Desk team.

As a Service Desk Agent, you will play a central role in assessing, triaging, categorizing, and routing cases globally, both from our valued customers and Tetra Pak personnel on their behalf. You will have the chance to work with the newest technology and be part of a major change in the way Tetra Pak handle issues working in Next Generation Services.

You can be based in Hochheim (Germany), Lund (Sweden) or Modena (Italy).

In this role, you will lead the assessment of cases securing that all relevant information is collected at the first interaction. You will also lead the categorization and triage of cases securing that the issues are routed to the correct organization that will lead to its resolution.

As a Service Desk Agent, your main responsibilities are:

• Liaise with customers and Tetra Pak in the main area of Processing and Packaging.
• Lead the collection of all relevant information necessary for an efficient issue resolution.
• Lead remote interactions including but not limited to retrieve relevant issue information, adopting when necessary additional tools, and verifying fulfilment of expectations prior to closing any support.
• Collaborate with the Global Remote Support team, Market Operation Team, Issue resolution team, development and Automation competence networks.
• Identify opportunities for improvement of equipment reliability, availability and/or performance to add value to our customers.
• Ensure a continuous competence development, updates, and refresh on new service solutions, participate in internal project activities together with other departments.

• Technical/engineering educational background
• Good technical background and a preferable knowledge in food industry. 
• Understanding of site operations including preventive and corrective maintenance.
• Can work under pressure and manage stressful situations confidently & effectively. ​
• Good awareness and appreciation of social and cultural differences
• Customer focus, able to develop an effective relationship and generate trust.
• Strong listening and communication skills.
• Proactive attitude and self-sufficient individual, ability to manage multiple cases at the same time.
• Organised, with good documentation skills
• Fluency in English, both written and spoken
• Willingness to work on shifts plan and weekend duty
•  

We Offer You

• A variety of exciting challenges with ample opportunities for development and training in a truly global landscape
• A culture that pioneers a spirit of innovation where our industry experts drive visible results
• An equal opportunity employment experience that values diversity and inclusion
• Market competitive compensation and benefits with flexible working arrangements

If you are inspired to be part of our promise to protect what's good; for food, people, and the planet, apply through our careers page at  

This job posting expires on

To know more about the position contact Thomas Aul
Questions about your application contact Hanna Edström at
For trade union information contact Unionen Lisbeth Larsson at and Akademikernas Lars Haraldsson at

Diversity, equity, and inclusion is an everyday part of how we work. We give people a place to belong and support to thrive, an environment where everyone can be comfortable being themselves and has equal opportunities to grow and succeed. We embrace difference, celebrate people for who they are, and for the diversity they bring that helps us better understand and connect with our customers and communities worldwide.