Senior Service Manager

Smurfit Westrock; Smyrna, Northern (GA, KY); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Medical, Dental, Vision coverage

401(k) with company match

Paid time off

Tuition reimbursement

Life insurance

Mental health resources

Career development opportunities

Wellness programs

Job summary

Smurfit Westrock in Smyrna, GA seeks a Senior Service Manager to lead aftermarket and field service operations for beverage packaging systems across North America. You will partner with engineering, manufacturing, and sales to drive service revenue, reliability, and exceptional customer experience throughout the equipment lifecycle.

This role requires 10+ years in service leadership, a customer-first mindset, and strong communication skills.

Qualifications

• 10+ years of progressive leadership in field service, technical service, or aftermarket ops.
• Strong customer focus with proven relationship building and service excellence.
• Excellent leadership, communication, presentation, and stakeholder skills.
• Experience developing service programs, processes, and KPIs.
• Knowledge of maintenance programs, diagnostics, and equipment reliability.
• Proficient with Excel, PowerPoint, and reporting tools.
• Willingness to travel to support customers and field ops.

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, responsiveness, and customer success.
• Establish standardized service processes, KPIs, dashboards, and performance metrics for improvement.
• Expand preventive maintenance and service programs across 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 product and service improvements.
• Serve as a key escalation point, ensuring timely resolutions and strong customer relationships.
• Foster accountability, safety, and a culture of continuous improvement.

Skills

Field Service Leadership

Customer Focus

Stakeholder Management

Communication Skills

Travel Availability

MS Excel

PowerPoint

Performance Metrics

Training & Development

Problem Solving

Education

Bachelor's degree in Engineering, Industrial Technology, Business

Job description

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.