Customer Support Manager

6 months ago

Castle Hill, Australia Tomra Full time

**Company Description**
TOMRA Food is a multinational organization and a leading provider of sensor-based sorting, peeling and integrated post-harvest solution for the food industries. Transforming global food production to maximize food safety and minimize food loss by making sure **Every Resource Counts**, has been our strength for over 50 years.

At TOMRA, we want people to** innovate**, show **passion** in their work and be **responsible**. We encourage the freedom to innovate and take risks that result in breakthroughs that challenge the status quo. We value passion that focuses and commits to meeting success. We believe in a responsible and safe mindset that takes care of our customers, products, and fellow employees.

This a very rare and exciting opportunity for someone to come in and build a new specialist function from the ground up. This person will be dynamic, flexible, and work at pace to create a best-in-class customer support team supporting the APAC region.

The Customer Support Manager will recommend and implement best practices to ensure efficient and high-quality performance from our Customer Support teams. The manager oversees and supervises the customer care, technical support, service sales and service excellence & revenue centre, making sure the processes are optimized and efficient in addition to ensuring the team is working efficiently and effectively and supports the needs of each member on the team.

**Key Responsibilities**:

- Implement, Manage and Sustain ‘Customer Care’ Portfolio / Processes (preferably based on ITIL V4) in APAC business region
- Create and maintain a culture in the organization that can be characterized by customer first and a high sense of urgency
- Manage teams of Customer Care centre (CCC), Technical Support Engineers (TSE) and Service Excellence across APAC to ensure ONE team and ONE approach across all APAC customers
- Lead ‘Service Excellence’ portfolio in APAC and work with regional leaders to have universal approach
- Work with strategic customers to establish critical goals/milestones of success and ensure that they are achieving them
- Drive and follow up Operational Performance Management and continuous improvement for the responsible teams/areas: Quality - CSAT - Lead Time - Productivity - Predictability and Culture
- Establish and monitor data-driven approach to customer care
- Streamline workflow of customer care team with best-in-class customer care procedures and systems
- Taking a leading role supporting implementation of new systems and adoption of those by team members
- Oversee response to diverse incoming customer and sales calls/requests regarding the delivery of services in conformance with policy, procedures, and service quality standards
- Maintain back-office processes, ensure adherence, and strive for continuous improvement
- Ensures that team offers appropriate needs-based service options and recognizes cross sell opportunities to increase customer satisfaction and enhance customer relationship

**Financial and business management**
- Meet financial targets by owning the assigned budget
- Develop and implement the business short-, medium
- and long-term priorities in accordance with the business strategy, to achieve short
- and long-term success

**People management and communication**
- Manage performance, career, and succession plans for direct team
- Develop a high performing & accountable team and facilitate team’s achievement of goals & objectives
- Effectively communicates using TOMRA Values and leadership principles as the foundation
- Fosters an environment of teamwork and collaboration and promotes a culture of feedback to ensure understanding

**Qualifications** Experience**:

- 3-5 years’ experience in an equivalent management role
- Strong experience in service delivery and customer care business
- Proven track record as a Manager in After Sales Services/Projects in a B2C and B2B business models
- Financial literacy with respect to costs, margin and financial optimization of customer care and customer support services
- Good understanding of processes, tools, and methods within the profession
- Proven track record in financial management, managing budgets and KPIs
- Master or bachelor’s in business management / project management / economics / IT / Engineering
- ITIL V3/V4 certification
- Leadership certification

**Travel requirements**:

- This position requires travel up to 40% including spending time alongside distributed team members, visiting customer sites and participating in workshops and team meetings in person
- Ability to drive without restrictions in residency country
- Have a valid passport

**Additional Information** Why work for us**:

- Birthday leave - have a day off on us
- Hybrid working
- Superannuation
- Professional training and development: We are passionate about people and seeing them succeed
- Onsite car parking
- Global career opportunities with a strong record for promoting in

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