Field Service Account Manager - East

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 Service Account Manager is responsible for managing and strengthening customer relationships within the Beverage Packaging Systems business. The 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 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 Service Account Manager also supports business growth through strategic account management and cross-functional coordination. This role requires approximately 75% travel, consisting pr8imarily 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