Sr. Mgr, Tech Service Sup

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

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) options401(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