Tomra
Food
CustomerSupportManagerAmericas
“Customer Support Manager - Americas at Tomra. Skills: Customer Support Management, Team Leadership, Service Operations. Lead end-to-end service operations across the Americas. Set, track, and improve KPIs”
What You'll Achieve.
deliver a consistent, high-quality customer experience; improving operational performance; technical quality; service outcomes; CSAT; response time; resolution time; backlog; service quality
Industry & Context.
structured root-cause analysis; durable fixes
Willingness to travel across North and Latin America, typically 25 to 50 percent depending on business needs, Ability to obtain and maintain a valid passport, Ability to drive without restrictions in your country of residence
What They're Looking For.
Must Have
8+ years of experience in customer service, technical support, or service operations, 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, Ability to obtain and maintain a valid passport, Ability to drive without restrictions in your country of residence
Nice to Have
Microsoft Dynamics 365 experience, deeper implementation capability during the IFS transition
What You'll Do.
Lead end-to-end service operations across the Americas
Build a Technical Support Center of Excellence
Act as the senior escalation point
Drive structured root-cause analysis
Partner across teams to improve performance
Lead a critical CRM transition
How You'll Work.
Team & Collaboration
Partner across Field Service, Technical Experts, Supply Chain, Engineering, Product, Sales, Digital, and global teams to improve end-to-end performance
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