TOMRA · 2 months ago
Technical Operations Manager - Americas
United States
Full-time
Remote
Senior Level, Lead/Staff
$110K/yr - $138K/yr
8+ years expTOMRA Food is a multinational organization specializing in sensor-based sorting and integrated post-harvest solutions for the food industry. The Technical Operations Manager - Americas will establish and lead a Technical Support Center of Excellence, ensuring high-quality support for internal partners and customers while implementing advanced technical service strategies.
Machinery ManufacturingManufacturingRecycling
Responsibilities
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
Qualification
Required
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
Company
TOMRA
TOMRA creates sensor-based solutions for optimal resource productivity.
5001-10000 employees
H1B Sponsorship
TOMRA has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2021 (1)
Funding
Current Stage
Public CompanyTotal Funding
$428.12MKey Investors
Latour
2025-10-22Post Ipo Debt· $74.69M
2025-06-16Post Ipo Debt· $100.84M
2024-12-06Post Ipo Debt· $158.63M
Leadership Team
Steve Mellbye-Stølen
Vice President, Head of Design & System Architecture
Lars Enge
EVP, TOMRA Recycling
Recent News
2025-12-08
Morningstar.com
2025-11-27
Portugal News
2025-11-20
Company data provided by crunchbase