Director of Reliability Services - Roselle, IL

With over $2B in revenue, 80+ manufacturing facilities across 6 continents and over 9,000 employees worldwide, Signode is a leading manufacturer of a broad spectrum of transit packaging consumables, tools, software, and equipment that optimize end-of-line packaging operations and protect products in transit. Signode brings this extensive product portfolio together under hundreds of trusted brands to offer complete transit packaging solutions to its customers.

We produce strap, stretch and protective packaging. We also manufacture packaging tools and equipment used to apply the bulk packaging materials. These commercial packaging products are used to pack, bundle, unitize, protect and secure goods during warehousing and transit. Our company is a materials, processes and automation technology that have revolutionized the sector.

Headquartered in Tampa, Florida, we are proud to be the Transit Packaging Division of Crown Holdings, Inc. We are excited to go to market as Signode and to share the portfolio of products, services and capabilities that make us the world’s premier end-of-line packaging company.

Benefits:

Signode offers a comprehensive benefits package to full-time employees, which includes health, dental, vision, 401k, paid time off, life insurance, wellness perks, and more. Benefits begin the month following the hire date.

Salary:

The annual salary for this position ranges from $168,500- $190,000 + 20% Bonus Target and varies based on specific responsibilities and geographic location. Starting annual salary within this range will be determined based on the candidate's experience, qualifications, and/or skillset. 

Summary:

The Director, Reliability Services, Americas, will lead the transformation of country-specific service teams into a unified regional organization aligned with global best practices. This role ensures holistic service delivery across the Americas, supporting the full portfolio of custom capital equipment.

The Director will drive operational excellence by standardizing processes and optimizing coverage to deliver cohesive, best-in-class service. Managing a diverse team of Regional Service Managers, ranging from senior to non-senior levels, ensuring strong leadership and development across all experience tiers.

The organization provides traditional maintenance, installation, and retrofit services, while advancing proactive maintenance solutions that enhance customer uptime and productivity.

Reporting to the VP of Reliability Services, the Director will collaborate with global counterparts to harmonize programs and offerings across regions, ensuring consistency for multinational customers.

Essential Functions:

• Oversee the Americas service organization, consisting of Regional Service Managers and Field Service technicians/engineers based in Canada, US, Mexico, and Brazil, plus a US based Advanced Services team.
• Manage a diverse team of Regional Service Managers, both senior and non-senior, who are accountable for leading and developing field service technicians within their respective regions. These managers play a critical role in ensuring that our service delivery consistently meets and exceeds customer expectations.
• Assess current geographic coverage; optimize growing revenues with existing service customers and penetrate underserved customers.
• Lead the development of a multi-tiered service structure, deploying Level 1 technicians for local support and Level 2 technicians with advanced controls expertise for complex issues across the region and globally as needed.
• Track and analyze performance metrics including safety, customer satisfaction, response time, service utilization, technical KPIs, and revenue.
• Oversee technician training programs to ensure cross-training on the full Signode product line (strappers, wrappers, hooders, case sealers, etc.).
• Collaborate with marketing to design and implement equipment lifecycle programs (maintenance schedules, audits, health checks, tuning, training, retrofits/upgrades).
• Engage directly with customers to assess needs, concerns, and opportunities.
• Leverage data-driven insights to identify opportunities within the installed base and drive re-engagement strategies.
• Assess internal team capabilities to address strengths, weaknesses, and growth opportunities.
• Ensure operational excellence by meeting or exceeding service level expectations.
• Lead and develop a high-performing team, fostering motivation and retention.
• Build strong internal partnerships to enhance execution and collaboration.
• Drive and support Reliability Services initiatives as needed.

Education:

Bachelor’s degree in engineering or related field; Masters preferred.

Experience:

• 10+ years of leadership experience managing world-class service organizations, with expertise spanning both transactional and long-term service offerings.
• Proven track record of overseeing P&L responsibilities exceeding $50M and leading multi-geography service teams of 50+ employees.
• Experience with external best-in-class service organizations is highly valued, as well as a demonstrated ability to transform operations from a basic break-fix model to a proactive, branded service provider and strategic partner.
• Candidates should possess a strong technical background in custom capital equipment, and a high level of business acumen.
• Experience implementing digital technologies for service organizations (e.g., web scheduling, remote support, augmented reality, remote monitoring, predictive diagnostics, RFID tagging) is preferred, along with prior experience leading business transformation initiatives.
• The role also requires the ability to travel within the Americas and internationally as needed.
• Bilingual (Spanish) is a plus

Functional Success Drivers: These competencies are what we require for an individual to be successful in this role.

• Detail Oriented
• Analysis Skills
• Strategic Skills
• Sense of Urgency
• Change Management
• Communication
• Conceptual Ability
• Customer Focus
• Empowerment

All your information will be kept confidential according to EEO guidelines.

Reasonable Accommodation Statement

To perform this job successfully, the individual must be able to perform each essential duty satisfactorily.  Reasonable Accommodations may be made to enable qualified individuals with disabilities.

Signode is committed to providing equal opportunities to all qualified applicants, including providing reasonable accommodations during our recruiting process. If you need any assistance or accommodation in applying for this position, please contact us at [email protected].

The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.

Signode participates in E-Verify and will provide the Department of Homeland Security your Form I-9 information to confirm your authorization to work in the United States.

Signode Industrial Group, LLC is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.