Senior Service Manager

Smurfit-Westrock; Atlanta (GA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Comprehensive training

Medical, dental, vision

401(k) with company match

Life insurance

Mental health support

Paid time off

Job summary

Smurfit Westrock in Smyrna, GA is seeking a Senior Service Manager for Beverage Packaging Systems. Lead North America service operations, align field teams, and drive aftermarket growth with a focus on safety, quality, and customer satisfaction.

The role collaborates with engineering, manufacturing, and sales to optimize service delivery, training, and performance metrics across regions. Travel as needed to support customers and service teams.

Qualifications

• 10+ years of progressive leadership in field service or aftermarket operations.
• Strong customer focus with demonstrated relationship-building.
• Excellent leadership, communication, presentation, and stakeholder management.
• Experience developing service programs, processes, and metrics.
• Knowledge of maintenance programs, diagnostics, and equipment reliability.
• Proficiency with Microsoft Excel, PowerPoint, and business reporting tools.
• Ability to travel as required to support customers and field operations.
• Experience leading geographically dispersed service organizations preferred.

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 customer satisfaction.
• Build, lead, and develop a high-performing field service team focused on safety and customer success.
• Establish standardized service processes, KPIs, dashboards, and performance metrics.
• Expand preventive maintenance and service programs across machinery platforms and locations.
• Lead the development and delivery of technical training and certification programs.
• Develop capacity planning models to align resources with growth and demand.
• Collaborate with engineering and manufacturing to identify improvements and aftermarket opportunities.
• Serve as escalation point for customers, ensuring timely resolution of issues.
• Drive accountability, safety, and continuous improvement across the organization.

Skills

Leadership

Customer focus

Communication

Stakeholder management

Service programs

Diagnostics knowledge

Travel readiness

Education

Bachelors in Eng/Industrial/Business

Tools

PLCs

HMIs

Drives & Controls

Automation systems

Job description

Smurfit Westrock (NYSE:SW) is the go-to leader and partner of choice in sustainable packaging. We are dedicated to creating efficient and scalable paper and packaging solutions to help solve complex packaging challenges. Guided by our values of safety, loyalty, integrity and respect, we are committed to delivering meaningful value for shareholders, customers, employees and the communities where we operate.

Senior Service Manager, Beverage Packaging Systems | Smyrna, GA

The Opportunity

Reporting to the General Manager, Beverage Packaging Systems (BPSA), the Senior Service Manager is responsible for leading all aftermarket and service operations that support the company's OEM beverage packaging system business across North America (USA and Canada). This role provides strategic and operational leadership for field service, technical support, maintenance programs, technical training, special projects, and spare parts operations to ensure exceptional customer experience throughout the equipment lifecycle.

The Senior Service Manager partners closely with engineering, manufacturing, sales, and project management teams to support business growth, improve equipment performance, and drive aftermarket revenue opportunities. The successful candidate will be a strong leader with a customer-first mindset, excellent communication skills, and proven experience leading geographically dispersed field service teams.

How you will impact Smurfit Westrock

• 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 and long-term customer partnerships.
• 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 to drive continuous improvement and operational efficiency.
• Expand and optimize preventive maintenance and service programs across machinery platforms and customer locations.
• Lead the development and delivery of technical training and certification programs for service technicians and customers.
• Develop capacity planning models to ensure service resources are aligned with business growth and customer demand.
• Collaborate with engineering and manufacturing teams to identify opportunities for product improvements, service enhancements, and aftermarket growth.
• Serve as a key escalation point for customers, ensuring timely resolution of technical and service-related issues while strengthening customer relationships.
• Drive a culture of accountability, safety, customer focus, teamwork, and continuous improvement across the organization.

What you need to succeed

• 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.
• Excellent leadership, communication, presentation, and stakeholder management skills.
• 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.
• Ability to travel as required to support customers and field service operations.

Preferred Qualifications

• Bachelor's degree in Engineering, Industrial Technology, Business, or a related field.
• Experience supporting packaging machinery, automation equipment, or related industrial manufacturing systems.
• Experience managing multi-year service agreements and preventive maintenance programs.
• Knowledge of PLCs, HMIs, drives, controls, and automated equipment systems.
• Experience leading geographically dispersed service organizations across multiple regions.

What Success Looks Like

• High levels of customer satisfaction and retention.
• Safe, engaged, and high-performing field service organization.
• Growth of aftermarket revenue through service programs, spare parts, and upgrade solutions.
• Standardized service processes and measurable operational KPIs.

What We Offer

• Corporate culture based on integrity, respect, accountability, and excellence
• Comprehensive training with numerous learning and development opportunities
• Competitive salary reflecting skills, competencies, and potential
• A career with a global packaging company where sustainability, safety, and inclusion are foundational to how we operate
• Competitive total rewards package including medical, dental, and vision coverage options starting on your first day
• Health Savings Account (HSA) with company contributions and flexible spending account (FSA) options
• 401(k) retirement plan with company match and automatic contributions to support your long-term financial goals
• Company-paid life insurance and disability coverage for financial protection
• Mental health support and wellness programs designed to promote overall well-being
• Generous paid time off, including company holidays, vacation, and paid parental leave
• Tuition reimbursement and ongoing learning and development opportunities
• Additional voluntary benefits such as legal services, identity protection, pet insurance, and more

Candidates are required to undergo a drug screening after receiving a conditional job offer, but before starting employment.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.