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:<ul><li>Lead end-to-end service operations across the Americas, from first contact to resolution</li><li>Set, track, and improve KPIs including CSAT, response time, resolution time, backlog, and service quality</li><li>Build a Technical Support Center of Excellence, including remote support and escalation governance</li><li>Act as the senior escalation point for high-impact customer and technical issues, driving structured root-cause analysis and durable fixes</li><li>Partner across Field Service, Technical Experts, Supply Chain, Engineering, Product, Sales, Digital, and global teams to improve end-to-end performance</li><li>Lead a critical CRM transition from IFS to Microsoft Dynamics 365 while keeping workflows stable and customers informed</li><li>Own budget delivery, forecasting, and short, medium and long-term priorities aligned to our service strategy</li></ul>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.

TOMRA was founded on an innovation in 1972 that began with the design, manufacturing and sale of reverse vending machines (RVMs) for automated collection of used beverage containers. Today TOMRA provides technology-led solutions that enable the circular economy with advanced collection and sorting systems that optimize resource recovery and minimize waste in the food, recycling and mining industries.

Customer Support Manager - Americas

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About the Company

Tomra

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