Job Description

The Technical Operations Manager - Americas will be establishing and leading a Technical Support Center of Excellence and a team of expert Technical Support Engineers and Product Experts - ensuring the team, internal partners, and customers receive the highest level of timely and effective support.

The Technical Operations Manager is responsible for implementing and optimizing advanced technical service strategies and support capabilities; developing efficient systems, processes, and standards; managing escalations through resolution; driving proactive quality evaluations; mitigating risk; and allocating resources effectively.

The ideal candidate will demonstrate a strong balance of technical expertise, problem-solving ability, organizational and communication skills, and leadership acumen. They will have proven experience developing and coaching remote teams, driving technical operations excellence, improving customer satisfaction, and leading strategic, continuous quality improvement initiatives.

Key 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

Qualifications

• 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

Additional Information

Pay Band

For U.S. applicants, in accordance with applicable disclosure requirements, the anticipated annual base pay range for Technical Operations Manager - Americas position is $110,208 to $137,760. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and location. (As acceptable: Also, certain positions are eligible for additional forms of compensation such as bonuses.)

Why work for us:

Be part of a mission to transform how we all obtain, use and reuse the planet’s resources to enable a world without waste. We love innovation, a collaborative environment where idea sharing and thinking outside the box is encouraged.

What we offer:

• 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

Proud Gold Level 2024 Cigna Healthy Workforce Award recipient

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TOMRA is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants regardless of race, color, religion, gender, gender identity, age, national origin, disability, parental or pregnancy status, marriage and civil partnership, sexual orientation, veteran status, or any other characteristic protected by law. Reasonable accommodations will be made to meet the requirements of the Americans with Disabilities Act and will be provided as requested by candidates taking part in all aspects of the selection process.

All your information will be kept confidential according to EEO guidelines.