The Field Service Account Manager is responsible for managing customer relationships, ensuring responsive service delivery, and identifying opportunities for business growth within the beverage packaging systems sector. They will analyze performance data, provide technical guidance, and coordinate across internal teams to resolve customer issues and improve operational efficiency.
Description & Requirements
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.
The Opportunity: The Field Service Account Manager is responsible for managing and strengthening customer relationships within the Beverage Packaging Systems business.
The Field Service Account Manager serves clients using beverage machines and cartons, ensuring responsive service delivery and customer satisfaction. Operating in a dynamic environment that may not always have formal processes or structure, the Field Service Account Manager acts as a trusted partner who proactively identifies and solves problems, builds effective ways of working, uses data to guide decisions, and navigates challenging customer situations.
The Field Service Account Manager also supports business growth through strategic account management and cross-functional coordination.
This role requires approximately 75% travel, consisting primarily of short, planned customer visits focused on relationship management, system performance reviews, and service coordination rather than long-term on-site project work.
How you will impact Smurfit Westrock:
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.
What you need to succeed:
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%.
What we offer:
Corporate culture is 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.
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.
The salary range for this position is $110,625.00 - $184,375.00, depending on your role, level, and location. The range listed is also the expected pay for roles in Illinois and Colorado. The benefits for this role include 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. Your pay will be based on factors such as your skills, experience, and education. To learn more about this posting, please contact your recruiter during the hiring process. You may apply online at Smurfit Westrock External Careers and the application window is expected to close by 31-Dec-2026.
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