[Hiring] Field Service Account Manager @Smurfit Westrock

Role Description

The Field Service Account Manager is responsible for managing and strengthening customer relationships within the Beverage Packaging Systems business.

• Serve as a primary point of contact for assigned systems customers, building and maintaining strong, long-term relationships.
• Proactively identify emerging customer, equipment, and service issues; lead practical corrective actions before problems escalate.
• Develop a deep understanding of each customer’s operations, priorities, and objectives to anticipate needs and provide tailored support.
• Establish effective processes, routines, and accountability within an evolving role where formal structure may not yet exist.
• Analyze machine, service, parts, and customer performance data to identify trends, determine root causes, prioritize actions, and develop clear recommendations.
• Track account performance, customer feedback, and service activity; prepare regular reports that measure progress and highlight risks.
• Lead customer communications through challenging technical, service, or performance situations with professionalism, transparency, and a solution-oriented approach.
• Provide onsite technical guidance for routine issues and coordinate the escalation of complex concerns to the appropriate technical resources.
• Support replacement-parts and field-service sales by defining customer requirements, recommending appropriate solutions, and coordinating follow-through.
• Identify broader opportunities to improve customer operations and expand the relationship through machines, cartons, upgrades, and integrated solutions.
• Collaborate with carton sales, carton technical service, machinery field service, and other internal teams to deliver a seamless customer experience.

Qualifications

• Engineering degree, technical degree, or equivalent practical experience supporting industrial machinery, equipment, or manufacturing operations.
• Five or more years of relevant equipment maintenance and support experience preferred.
• Three or more years of experience in account management, customer service, technical sales, or another role involving direct ownership of customer relationships.
• Experience with beverage packaging systems or related machinery strongly preferred.
• Preferred familiarity with continuous motion high-speed packaging machinery and associated parts & service sales.
• Strong interpersonal and communication skills, with demonstrated ability to maintain trust and work constructively through challenging customer situations.
• Demonstrated data analysis skills, including the ability to interpret operational and performance data, identify trends and root causes, and translate findings into actionable recommendations.
• Proactive problem solver who can operate independently, demonstrated ability to create structure where none exists, and drive issues through resolution.
• Ability to manage multiple priorities and collaborate effectively across technical, sales, service, and operational teams.
• Ability to travel up to 75%.

Benefits

• Corporate culture based on integrity, respect, accountability, and excellence.
• Comprehensive training with numerous learning and development opportunities.
• An attractive salary reflects skills, competencies, and potential.
• A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work.
• Short-term bonus incentive, health, dental and vision insurance, flexible spending accounts or health savings accounts, retirement savings plans, life and disability insurance programs, and paid sick leave as required by applicable state/local law.
• 15 days of paid vacation and 11 days of paid holidays, subject to annual change.