Are you an experienced service operations leader ready to make a tangible global impact? TOMRA Food is actively seeking a high-performing Customer Support Manager – Americas to lead its regional support center and drive high-quality customer experiences. This is an incredible opportunity to leverage your strategic technical acumen while spearheading a massive digital CRM transformation for an industry leader.
Job Overview
- Position: Customer Support Manager – Americas
- Company: Tomra
- Location: Irvine, CA (Remote)
- Salary: $110,208 – $137,760 a year
- Job Type: Full-time
Primary Responsibilities
- Lead end-to-end service operations across the Americas region, from initial customer contact to final resolution.
- Manage multidisciplinary support teams including Customer Service, Technical Support, Technical Escalations, and Service Excellence.
- Establish, monitor, and optimize regional service KPIs such as CSAT, response times, resolution times, backlog, and technical quality.
- Act as the senior escalation point for high-impact technical and customer issues, conducting root-cause analysis to build durable solutions.
- Oversee a major regional CRM transition from IFS to Microsoft Dynamics 365 while maintaining workflow stability.
Eligibility Criteria
To qualify for this critical leadership role, you must bring a proven track record of managing multi-disciplinary and remote teams within a fast-paced environment. Candidates need a strong analytical mindset to leverage CRM and ERP data dashboards effectively to run day-to-day service operations. Due to the regional nature of this position, a willingness to travel across North and Latin America between 25% to 50% of the time is mandatory, along with a valid passport and unrestricted driving privileges in your country of residence.
Ideally, your professional background includes at least 8+ years of total experience in customer service, technical support, or service operations, with a minimum of 5+ years directly leading teams. While deep expertise in Microsoft Dynamics 365 and implementation workflows is highly valued, candidates with strong cross-functional background partnering with Supply Chain, Engineering, and Sales are heavily preferred. TOMRA encourages all diverse, qualified professionals to apply, even if they do not meet every single non-essential qualification.
The overall work environment at TOMRA is built on innovation, transparency, and an absolute commitment to safety. Leaders are fully empowered to pause work whenever safety concerns arise, establishing a protective culture for both employees and global customers. This highly collaborative space gives you the freedom to challenge the status quo, take calculated risks, and pioneer service breakthroughs alongside a globally distributed network of technical professionals.