Senior Service Leader, Beverage Packaging Systems

WestRock Company; Atlanta (GA); On-site; USD 110,000 - 170,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) with company match

Tuition reimbursement

Paid time off

Life insurance

Wellness programs

Job summary

WestRock Company is seeking a Senior Service Manager for Beverage Packaging Systems in Smyrna, GA. You will lead aftermarket and field service operations across North America, partnering with engineering and manufacturing to improve equipment performance and drive service revenue.

You will manage a dispersed team, establish service metrics, and develop training programs while maintaining a strong customer focus and a safety-first culture. Travel will be required to support customers.

Qualifications

• 10+ years of progressive leadership experience in field service, technical service, aftermarket operations, or industrial equipment support.
• Strong customer focus with demonstrated success building relationships and delivering high levels of service excellence.
• Experience developing service programs, operational processes, and performance metrics.
• Knowledge of maintenance programs, technical troubleshooting, diagnostics, and equipment reliability.
• Proficiency with Microsoft Excel, PowerPoint, and business reporting tools.

Responsibilities

• Lead North America's Service Organization, including Service Management, Field Service Technicians, Technical Training, Technical Support, Special Projects, and Spare Parts Operations.
• Develop and execute service strategies that support the OEM machinery business while delivering exceptional customer satisfaction.
• Build, lead, and develop a high-performing field service team focused on safety, responsiveness, technical excellence, and customer success.
• Establish standardized service processes, KPIs, dashboards, and performance metrics for continuous improvement.
• Expand preventive maintenance and service programs across machinery platforms and locations.
• Lead the development and delivery of technical training and certification programs for service technicians and customers.
• Develop capacity planning models to align resources with growth and demand.
• Collaborate with engineering and manufacturing to identify product and service improvements.
• Serve as escalation point for customers, ensuring timely issue resolution and strong relationships.
• Drive accountability, safety, customer focus, teamwork, and continuous improvement.

Skills

Leadership

Communication

Presentation

Stakeholder management

Customer focus

Travel willingness

Education

Bachelor's degree in Engineering/Industrial Technology/Business

Tools

Microsoft Excel

PowerPoint

Business reporting tools

Job description

WestRock Company is seeking a Senior Service Manager for Beverage Packaging Systems in Smyrna, GA. You will lead aftermarket and field service operations across North America, partnering with engineering and manufacturing to improve equipment performance and drive service revenue.

You will manage a dispersed team, establish service metrics, and develop training programs while maintaining a strong customer focus and a safety-first culture. Travel will be required to support customers.