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Sr. Director of Global Field Services

Ranpak

Painesville, OH

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JOB DETAILS
SKILLS
Artificial Intelligence (AI), Automation, Best Practices, Business Growth, Business Model, Business Services, Business Skills, Communication Skills, Cross-Functional, Customer Experience, Customer Relations, Data Collection, Distribution Channel, E Programming Language, Employment Law, English Language, Federal Laws and Regulations, Genetics, Inside Sales, Leadership, Legal, Manufacturing, Manufacturing Automation, Marketing Strategy, Multicultural, On Site Support, Parts Sales, Performance Management, Performance Metrics, Performance Tuning/Optimization, Physical Demands, Post-Sales, Preventative Maintenance, Printers, Profit & Loss, Profit & Loss Management, Regulations, Remote Team Management, Revenue Growth, SAP, Sales, Sales Operations, ServiceNow, Team Lead/Manager, Team Player, Typing, Willing to Travel
LOCATION
Painesville, OH
POSTED
10 days ago
Description Summary The Sr. Global Director of Field Services is responsible for leading Ranpak’s post-sales operations across PPS and Automation, with full P&L accountability. This role defines and executes the global service strategy to drive revenue growth through services and spare parts while ensuring an exceptional customer experience. The Director balances regional differences with global synergies, fostering best practice sharing and leveraging platforms such as ServiceNow and SAP to standardize processes, capture consistent data, and optimize performance worldwide. By building a professional, customer-focused service organization, this role strengthens Ranpak’s competitive edge and delivers a seamless experience for its global customer base Essential Duties & Responsibilities · Owns the full post-sales experience for Ranpak’s installed base across PPS and Automation, including P&L accountability + Defines and executes the global strategy to drive revenue growth in services and spares while ensuring outstanding customer experience + Manages regional differences while capturing global synergies, sharing best practices, and standardizing processes through platforms such as ServiceNow and SAP + Designs compelling after-sales and service propositions that generate scalable revenues, including digital offerings like Ranpak Connect software + Aligns regional teams on coherent approaches for hotline responses, preventive maintenance, and spare parts sales to maximize customer uptime + Strengthens cross-functional cooperation to optimize the full service chain from ticket handling to on-site intervention and commercial follow-up + Establishes clear responsibilities, tools, and KPIs to manage Field Service as a commercial, P&L-driven business + Drives services and spares contribution from 15% to 30% of total revenue + Expands service revenues in PPS through external partners and Ranpak’s field service teams, ensuring compelling offerings for end users + Collaborates with distribution partners and internal sales to bring service models to market, increase uptake, and incentivize partner delivery + Leads the global services and spares organization across Europe, the Americas, and Asia, including regional leads and their teams + Shapes and expands the worldwide team structure as the business grows. + Reports directly to the Chief Revenue Officer and aligns with regional commercial leaders + Travels internationally to engage with teams, partners, and customers + Champions Ranpak’s mission to Deliver a Better World by shaping a world-class services and spares organization that enables smarter, more sustainable customer operations Qualifications · 12+ years of progressive leadership experience in customer success, services, spares, and aftermarket operations · Extensive background in machine manufacturing and automation equipment industries, with deep technical and commercial acumen · Proven ability to optimize and scale global service organizations, including full P&L ownership and accountability · Demonstrated success in leading international teams across EMEA and global markets · Strategic commercial leader adept at transforming service propositions into sustainable, revenue-generating business models · Exceptional communication skills, fluent in English, with the ability to influence stakeholders Skills and Competencies · Proven success building and leading global Field Service organizations. + Deep knowledge of machine manufacturing and scaling installed bases into recurring revenue + Expertise in service process standardization and KPI-driven performance management. + Ability to design compelling after-sales propositions, including digital and data-driven solutions + Skilled at aligning regional teams while balancing global consistency with local needs + Strong leadership across multicultural, international environments + Excellent collaboration and communication with internal teams and external partners + Innovative mindset with openness to AI, data, and new service models · Willingness to travel extensively and engage directly with teams and customers + Strong commercial acumen with P&L management experience Supervisory Responsibilities: Yes Physical Demands and Work Environment: Travel 25–50% Office Setting · Choice of sitting or standing or alternating between them (stand-up desk optional) · Keyboarding/typing on a computer for extended periods of time · Moderate noise, i.e., phones, printer, light foot traffic Ranpak is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. Ranpak does not tolerate discrimination on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities. This policy applies to all employment practices within our organization, including recruiting, hiring, promotion, termination, layoff, recall, leave of absence, compensation, benefits, and training. Ranpak makes hiring decisions based solely on qualifications, merit, and business needs at the time. For more information, we invite you to read our Code of Ethics (https://s24.q4cdn.com/837608166/files/doc\_downloads/gov\_docs/2023/01/Ranpak\_Code-of-Ethics-FINAL.pdf) . Ranpak participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program here (https://www.e-verify.gov/) . Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.

About the Company

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Ranpak