Sr. Director of Global Field Services

Summary

The 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 Service Now 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.

• 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 Service Now 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

• 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

• 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

Yes

Travel 25–50%