Technical Operations Manager – Americas

Job not on LinkedIn

November 7

Apply Now

Receive Emails with Similar Jobs

TOMRA

WebsiteLinkedInAll Job Openings

Recycling • Waste Management • Resource Optimization

TOMRA is a global leader specializing in the development of advanced recycling, sorting, and resource optimization technologies. It provides solutions that include reverse vending, food sorting, waste and metal recycling, and mining technologies. TOMRA aims to transform how resources are collected, processed, and reused, promoting a circular economy and sustainable use of resources. Through its innovative approaches, TOMRA helps businesses turn waste into value, minimize food loss, and enhance resource recovery in various sectors.

5001 - 10000 employees

Founded 1972

💰 Post-IPO Equity on 2012-11

📋 Description

• Establish a Technical Support Center of Excellence to deliver efficient, high-quality, and timely customer support • Evaluate current technical resources, service models, and remote support capabilities and enhance remote service offerings and drive technical service excellence • Develop and manage technical protocols, procedures, and guidelines to ensure consistent and effective troubleshooting - from standard to complex technical issues. • Build and maintain a central technical resource library for parts, specifications, best practices, methodologies, and tools • Design and implement an integrated, customer-focused Technical Support Center model • Oversee technical and mechanical support to ensure timely and proficient issue resolution • Support the creation and maintenance of technical documentation and training materials for Field Service Engineers • Monitor performance metrics, identify opportunities for improvement, and implement corrective actions • Develop and implement a strategic technical service plan that meets employee and customer needs • Identify emerging technologies and integrate innovative solutions to enhance efficiency and satisfaction • Map the customer journey and strengthen systems, processes, and standards for technical service and escalation management • Prepare for and support CRM implementation • Define and monitor key performance indicators (KPIs) to ensure continuous improvement and service excellence • Partner with global teams to manage escalations, support product quality initiatives, and collaborate on PMO and R&D projects • Oversee special service projects, ensuring compliance with scope, timelines, and budgets • Manage assigned budgets and meet financial targets. Plan and forecast performance, resource, and financial needs accurately • Manage performance, career development, and succession planning • Champion a “Safety First” culture across all operations

🎯 Requirements

• Associate’s degree required; Bachelor’s or Master’s in Engineering, Computer Science, Mechanical/Electrical Engineering, or a related technical field preferred • 8+ years of experience in technical support, including at least 5 years in a supervisory or managerial role • Strong technical expertise across software and hardware systems, including networking, operating systems, databases, and cloud technologies • Proven success leading and developing high-performing technical teams, including remote or distributed teams • Demonstrated experience in process design, escalation management, and driving operational excellence • Exceptional communication and interpersonal skills, with the ability to translate complex technical concepts for non-technical stakeholders • Hands-on experience with customer service management tools, CRM systems, or service operations platforms • Proven track record of driving continuous improvement initiatives and elevating technical service delivery • Strong analytical, problem-solving, and decision-making abilities • Skilled in managing multiple priorities in a fast-paced, dynamic environment • Experience overseeing budgets, resource planning, and special projects within a technical support or operations function • Willing to travel frequently across North and Latin America (approximately 40–50% of the time) with a valid passport • Comfortable working in food processing plants, farms, cold storage facilities, and outdoor environments with varying temperatures

🏖️ 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