Tech Service Support Manager II

Tech Service Support Manager II - Smyna, GA

The Support Manager role is responsible for leading the Support team and activities to ensure optimal handling of customer technical support requests while meeting quality, cost, and time objectives.

How You Will Impact Smurfit Westrock:

Manage Operational Teams:

Lead your team and define service priorities.

Implement and monitor action plans established within the company.

Manage workload planning for short, medium, and long term.

Ensure and adapt team capacity and resources to meet service demands.

Organize and lead team meetings (production data, incidents, events, safety, etc.).

Actively participate in problem-solving and improving quality of work life.

Implement and monitor key performance indicators for managing activities.

Ensure team productivity and promote knowledge sharing and skill development within the team.

Provide Remote Mechanical, Electrical, and Automation Support:

Prioritize and assign requests to dedicated resources.

Handle assistance requests.

Organize On-Site Interventions:

Define technical requirements.

Generate quotes and mission orders (Scope of Work).

Identify the appropriate technician and associated resources.

Schedule interventions / supervise scheduling in case of emergencies.

Continuously support on-site teams.

Monitor technical progress of interventions.

Manage Action Plans as needed.

Report frequently, based on criticality, to internal stakeholders and customers on the progress of requests, interventions, and action plans.

On Customer Site:

Monitor progress of interventions and action plans.

Maintain strong relationships with the customer and local technical teams.

What You Need to Succeed:

General technical knowledge in electricity, mechanics, automation, pneumatics, and lubrication.

Experience in installation and maintenance of special machines.

Product knowledge.

Team management skills.

Ability to manage multiple projects simultaneously.

Proficiency in Microsoft Office Suite.

Professional English (reading, writing, and speaking).

Smurfit Westrock (NYSE:SW) is a global leader in sustainable paper and packaging solutions. We are materials scientists, packaging designers, mechanical engineers and manufacturing experts with a shared purpose: Innovate Boldly. Package Sustainably. Guided by our values of safety, loyalty, integrity, and respect, we use leading science and technology to move fiber-based packaging forward.

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.