Customer Support Manager

Responsibilities

• Lead end-to-end service operations across the Americas, including Customer Service, Technical Support, and Technical Escalations
• Set, track, and improve KPIs such as CSAT, response time, and resolution time
• Build a Technical Support Center of Excellence and manage escalation governance
• Act as the senior escalation point for high-impact customer and technical issues
• Partner with Field Service, Engineering, Product, and Sales teams to improve performance
• Lead the CRM transition from IFS to Microsoft Dynamics 365
• Manage budget delivery, forecasting, and service strategy priorities

Requirements

• 8+ years of experience in customer service, technical support, or service operations
• 5+ years of experience leading teams
• Experience leading regional, remote, or multidisciplinary teams
• Experience establishing or scaling support operations and escalation frameworks
• Proficiency using CRM or ERP data to manage service operations and KPIs
• Experience leading or supporting CRM/ERP implementations
• Willingness to travel across North and Latin America (25% to 50%)
• Ability to obtain and maintain a valid passport
• Ability to drive without restrictions in your country of residence

Preferred Qualifications

• Microsoft Dynamics 365 experience and implementation capability

About the Company

TOMRA Food is a leading provider of sensor-based sorting, peeling, and integrated post-harvest solutions for the food industries, focused on maximizing food safety and minimizing food loss.