Service Analytics​/Contracts Manager

Service Analytics/Contracts Manager

W2 Regular Full Time, Danvers, MA, US

$95,000 – $120,000 annually

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.

The Service Analytics/Contracts Manager is responsible for driving Salesforce functionality leading to data-driven decision-making across the service organization to improve meaningful service dashboards, contract capture rates, operational performance, and customer satisfaction. This role partners cross-functionally with Field Service Engineers, Zone Managers, Operations Manager, Sales Teams and Head of Service to deliver actionable insights, enhance efficiency, and support continuous improvement initiatives. This position plays a key role in developing reporting frameworks, improving data integrity, and enabling proactive contract renewals and new service offerings.

• Develop and maintain dashboards and reporting across service KPIs
• Identify trends, repeat failures, and high-frequency service issues
• Ensure the timely recognition/reporting of US, DR & mCT Service revenue and capture rates
• Facilitate through reporting, analysis, sales order development and auditing, and process improvement the timely completion of billable service orders
• Manage allocations

• Oversee the full lifecycle of service contracts
• Contract creation, setup, 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

• Develop, document, and maintain service processes and procedures (Arena or equivalent)
• 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

• Optimize Salesforce and GISS reporting and improve data accuracy

• BA/BS in Business Administration, Accounting, Communications, Marketing or other related discipline preferred
• Strong background in Process management and/or Customer Service
• Excellent verbal and written communication skills; able to assemble facts from various areas, analyze data, and provide informed recommendations to management
• Excellent data analysis skills, and ability to synthesize and comprehend large quantities of data
• Excellent with technology; able to present using a laptop computer and demonstrate proficiency with MS Office package, including Excel, Word, 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 Great Plains or similar ERP system is a plus

• High attention to detail
• Understanding of terminology and ability to share and communicate effectively within the group
• Ability to organize and prioritize tasks resulting…