Technical Operations Manager - Americas

Position Overview

TOMRA Food is a multinational organization and a leading provider of sensor-based sorting, peeling, and integrated post-harvest solutions for the food industry. For over 50 years, they have transformed global food production to maximize food safety and minimize food loss.

As the Technical Operations Manager - Americas, you will establish and lead a Technical Support Center of Excellence and a team of expert Technical Support Engineers and Product Experts. You will implement and optimize advanced technical service strategies, develop efficient systems and processes, manage escalations, drive proactive quality evaluations, mitigate risks, and allocate resources effectively. This role requires a strong technical background, excellent problem-solving and communication skills, proven leadership in developing remote teams, and a passion for continuous improvement.

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 to enhance service excellence.
• Develop and manage technical protocols, procedures, and guidelines to ensure consistent and effective troubleshooting for both standard and complex 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 both 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, plan and forecast performance, resource, and financial needs accurately.
• Manage performance, career development, and succession planning for your team.
• Champion a Safety First culture across all operations.

Required Qualifications

• Associate's degree required; Bachelor's or Master's in Engineering, Computer Science, Mechanical/Electrical Engineering, or a related technical field is preferred.
• 8+ years of experience in technical support, including a minimum of 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 in 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.
• Demonstrated track record of continuous improvement in technical service delivery.
• Strong analytical, problem-solving, and decision-making abilities.
• Ability to manage multiple priorities in a fast-paced, dynamic environment.
• Experience in overseeing budgets, resource planning, and special projects within technical support or operations functions.
• Willingness to travel frequently across North and Latin America (approximately 40-50% of the time) and a valid passport is required.
• Comfortable working in varied environments including food processing plants, farms, cold storage facilities, and outdoors with varying temperatures.

Benefits & Perks

• Compensation: Anticipated annual base pay range of $110,208 to $137,760, with additional bonus opportunities based on performance.
• 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.
• Employee Assistance Program supporting mental, emotional, and financial well-being.
• An inclusive culture that values diversity, well-being, and teamwork.
• Global career growth opportunities with a strong internal promotion record.