Americas Customer Support Lead - Service Excellence

TOMRA Food is a multinational organization and a leading provider of sensor-based sorting, peeling and integrated post-harvest solution for the food industries. Transforming global food production to maximize food safety and minimize food loss by making sure Every Resource Counts™ , has been our strength for over 50 years. At TOMRA , we want people to innovate , show passion in their work and be responsible . We encourage the freedom to innovate and take risks that result in breakthroughs that challenge the status quo. We value passion that focuses and commits to meeting success. We believe in a responsible and safe mindset that takes care of our customers, products, and fellow employees. Job Description As our Customer Support Manager Americas, you lead the regional Customer Support Center and the teams behind it including Customer Service, Technical Support, Technical Escalations, and Service Excellence. Your mission is to deliver a consistent, high-quality customer experience across every support touchpoint while improving operational performance, technical quality, and service outcomes. In this role, you will: 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 Health, safety and care for the environment come first. You are empowered to stop work if something feels unsafe, and we expect everyone to speak up so we can prevent harm and reduce our environmental impact. As a people manager, you build a team where people know what success looks like, feel safe to speak up, and can do their best work. We believe engaged teams deliver better outcomes for customers, and you set the tone through clear priorities, regular feedback, and development. Qualifications You have: 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 You can further develop on the job: Microsoft Dynamics 365 experience and deeper implementation capability during the IFS transition If you don't meet every single requirement, we encourage you to apply. At TOMRA, we recognize that diverse perspectives drive innovation and success. You may be just the right candidate for this or other roles. Additional Information Pay Band For U.S. applicants, in accordance with applicable disclosure requirements, the anticipated hourly base pay range for this position is $110,208.00 to $137,760.00 annually . The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and location. Why work for us: Be part of a mission to transform how we all obtain, use and reuse the planet’s resources to enable a world without waste. We love innovation, a collaborative environment where idea sharing and thinking outside the box is encouraged. What we offer: 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 Proud Gold Level 2024 & 2025 Cigna Healthy Workforce Award recipient TOMRA is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants regardless of race, color, religion, gender, gender identity, age, national origin, disability, parental or pregnancy status, marriage and civil partnership, sexual orientation, veteran status or any other characteristic protected by law. Reasonable accommodations will be made to meet the requirements of the Americans with Disabilities Act and will be provided as requested by candidates taking part in all aspects of the selection process. All your information will be kept confidential according to EEO guidelines. #J-18808-Ljbffr TOMRA