Service Operations Manager in Danvers, Massachusetts at Samsung HME America Inc

Service Operations Manager

On-site in Danvers, MA

Who We Are

Samsung HME America (Healthcare and Medical Equipment) is Samsung’s U.S. medical imaging organization, delivering advanced diagnostic solutions across Ultrasound, Digital Radiography, and Computed Tomography. We lead nationwide sales, marketing, service, and distribution of Samsung’s imaging technologies, partnering with healthcare providers to strengthen diagnostic capabilities, streamline clinical workflows, and support better patient care. Samsung HME America also serves as the global manufacturing center for Samsung’s mobile Computed Tomography (mCT) business, leading the development of advanced CT systems used by healthcare providers worldwide.

Backed by Samsung Electronics’ global technology leadership, our teams work closely with clinicians to translate real-world challenges into innovative imaging solutions. Our culture combines a sense of urgency, customer focus, and clinical collaboration to advance the future of medical imaging.

Role Description

Responsible for overall leadership and performance of Service Operations, including but not limited to mCT, Digital Radiography (DR) and Ultrasound Service Operations. This role reports directly to the Senior Director of Service and is accountable for driving operational excellence, contract revenue growth, and service performance across all service support functions. The Service Analytics Manager reports directly into this role, enabling data-driven decision-making and proactive management of service performance and contract capture.

Key duties and responsibilities, other duties may be assigned

• Partner with Field Service, Technical Support, Supply Chain, and Sales teams
• Support escalations and strategic customer initiatives
• Develop and maintain service processes in ARENA or equivalent systems
• Lead cross-functional process improvement initiatives
• Ensure compliance with FDA and internal quality requirements
• Support audit readiness and corrective action (CAPA) initiatives
• Research, review, and analyze the effectiveness and efficiency of existing processes and tools and develop strategies for enhancing or further leveraging these processes and tools

Service Contracting Team

• Play a critical role in enabling predictable service revenue, improving operational efficiency, and enhancing customer experience through effective contract lifecycle management
• Oversee the full lifecycle of service contracts
• Contract creation, set-up, activation, and renewal
• Ensure compliance with internal policies and service offerings
• Ensure accurate contract setup, standardization and administration
• Oversee and Standardization of Contract pricing logic
• Drive contract revenue growth and improve contract capture and renewal rates
• Partner with Sales and Service teams to identify contract opportunities
• Support development of strategies to increase contract penetration

DR Depot and Ultrasound Depot and Staging Operations

• Develop and standardize depot and staging operating procedures
• Ensure efficient throughput, quality control, and on-time delivery of Service Parts and Detector Repair
• Support HQ-driven initiatives and global service strategies

Support Service Analytic/Call Center Manager

Qualifications and Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education & Experience

• BA/BS in Business Administration,Accounting, Communications, Marketing or other related discipline preferred
• 7–10+ years of experience in service operations and/or medical device industry
• Proven experience leading cross-functional teams
• Strong background in Process Management and/or Customer Service

Competencies & Skills

• High attention to detail
• Ability to organize and prioritize tasks resulting in consistent productivity
• Ability to function within and support a team environment and build strong working relationships
• Ability to meet accuracy and productivity goals
• Good problem-solving skills, ability to evaluate situation and prioritize factors in decision making
• Self-motivated, utilize available resources for self-improvement and development
• Flexible: able to follow directives and accomplish tasks outside of normal duties  
• Must possess strong verbal and written communication skills and work effectively in a demanding, fast paced environment
• Excellent organizational and project management skills, including time management, required
• Ability to communicate effectively with both internal and external customers (including clients, vendors, sales, engineers, and management) through all media (in person, written, electronic – email, skype, and via telephone)

Computer & Analytical Skills

• Excellent data analysis skills, and ability to synthesize and comprehend large quantities of data
• You must be excellent with technology, be able to present using a laptop computer and be able demonstrate proficiency with MS Office package, including Excel, Word, and PowerPoint; as well as Outlook, Internet Explorer, and Google Chrome
• Highly skilled in the use of Excel Spreadsheets in particular v-look ups
• Experience with: Salesforce (SFDC), ERP systems, data analytics / reporting tools
• Experience utilizing data to drive proactive decision-making and service improvements, including: End-to-end service operations performance, contract revenue growth, capture rate, and renewal, call center performance (response time, dispatch efficiency) and data integrity and reporting (SFDC / ERP)
• Establish and drive KPIs and performance metrics

Physical Requirements

• Occasionally lift and /or move up to 50 pounds
• Frequently required to stand; walk; sit; use hands to finger, handle, or feel; and talk or hear
• Must be able to sit at a desk and use a computer and phone for long periods of time each day
• Interaction with x-ray devices; for this reason, strict safety and tracking programs are in place, requiring the utilization of dose monitoring equipment either full time or as necessitated by situation

Benefits

We offer a comprehensive benefit package which includes:

• Medical (Blue Cross Blue Shield): 5 PPO Plans (with up to 95% employer contribution)
• Dental (Blue Cross Blue Shield): 2 PPO Plans (with up to 80% employer contribution)
• Vision (Blue Cross Blue Shield): 100% company paid
• Short/Long Term Disability, Life & AD&D (The Standard): 100% company paid
• 401k Retirement (Fidelity): 100% company match up to 5%
• Tax Deferred Health Care Savings Programs
• Accident Insurance, Critical Illness, Hospital Indemnity, Pet, Legal, ID Theft
• Generous paid time off, tuition reimbursement, and more!

Inclusion and Diversity Statement: We are an Equal Opportunity Employer and value diversity at all levels of the organization. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by applicable law. We are committed to providing reasonable accommodation to individuals with disabilities throughout the application and employment process. If you require assistance or accommodation, please contact Human Resources.