Customer Support Manager - Americas

TOMRA is a leading provider of sensor-based sorting and integrated post-harvest solutions for the food industries. They are seeking a Customer Support Manager for the Americas to lead the regional Customer Support Center and ensure a high-quality customer experience while improving operational performance and service outcomes.

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
• Build a team where people know what success looks like, feel safe to speak up, and can do their best work

Requirements:

• 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