Customer Support Manager

🕒 June 29

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TOMRA

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1972

💰 Post-IPO Equity on 2012-11

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.

📋 Description

• 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 • Empower the team to feel safe to speak up and 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

🏖️ 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