Note: The job is a remote job and is open to candidates in USA. TOMRA is a multinational organization and a leading provider of sensor-based sorting solutions for the food industries. They are seeking a Customer Support Manager Americas to lead the regional Customer Support Center and improve operational performance while ensuring a high-quality customer experience.
Responsibilities
- Lead end-to-end service operations across the Americas, from first contact to resolution
- Set, track, and improve KPIs including CSAT, response time, resolution time, backlog, and service quality
- Build a Technical Support Center of Excellence, including remote support and escalation governance
- Act as the senior escalation point for high-impact customer and technical issues, driving structured root-cause analysis and durable fixes
- Partner across Field Service, Technical Experts, Supply Chain, Engineering, Product, Sales, Digital, and global teams to improve end-to-end performance
- Lead a critical CRM transition from IFS to Microsoft Dynamics 365 while keeping workflows stable and customers informed
- Own budget delivery, forecasting, and short, medium and long-term priorities aligned to our service strategy
Skills
- 8+ years of experience in customer service, technical support, or service operations, including 5+ years leading teams
- Experience leading regional, remote, or multidisciplinary teams in a service environment
- Experience establishing or scaling support operations, including escalation frameworks and performance review cadence
- Experience using CRM or ERP data to run service operations including cases, escalations, dashboards, and KPIs
- Experience leading or supporting CRM or ERP implementations and adoption in service workflows
- Willingness to travel across North and Latin America, typically 25 to 50 percent depending on business needs, and ability to obtain and maintain a valid passport
- Ability to drive without restrictions in your country of residence
- Microsoft Dynamics 365 experience and deeper implementation capability during the IFS transition
Benefits
- Comprehensive medical, dental, and vision plans with 100% employee premium coverage
- 31 days of PTO annually (vacation, sick, and holidays), increasing with tenure
- 401(k) with 100% match on the first 4% of your contributions
- 8 weeks of fully paid parental leave for eligible employees
- Up to 4 days of paid bereavement leave to support employees during personal loss
- Employee Assistance Program supporting mental, emotional, and financial well-being
- Inclusive culture that values diversity, well-being, and teamwork
- Global career growth opportunities with strong internal promotion record
Company Overview