Sr. Director of Global Field Services

About the role

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 spares while ensuring an exceptional customer experience.

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
• Demonstrated success in optimizing and scaling 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

Equal Opportunity Employer

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.