Service Analytics​/Contracts Manager

Company Overview

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. We also serve 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.

On‑site in Danvers, MA

The Service Analytics/Contracts Manager drives Salesforce functionality to enable data‑driven decision‑making across the service organization. This role improves service dashboards, contract capture rates, operational performance, and customer satisfaction. The manager partners 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.

• Service Analytics & Reporting
  • Develop and maintain dashboards and reporting across service KPIs
  • Identify trends, repeat failures, and high‑frequency service issues
  • Ensure timely recognition/reporting of US, DR & mCT service revenue and capture rates
  • Facilitate the timely completion of billable service orders through reporting, analysis, sales order development, auditing, and process improvement
  • Manage allocations
• Service Contracting Team
  • 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 standardize 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
• Process Improvement & Quality
  • 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
• Systems & Tools
  • Optimize Salesforce and GISS reporting and improve data accuracy

• Education & Experience
  • BS in Mechanical Engineering strongly preferred
  • 10+ years of experience in manufacturing engineering, mechanical design, or value engineering required
  • Strong understanding of CNC machining, sheet metal, sand castings, and associated tooling constraints
  • 3+ years of experience with Solid Works required; proficient in part modeling, assembly constraints, and detailed drawings
  • Experience preparing ECOs in PLM system (e.g., Arena)
  • Experience with mechanical FEA and GD&T
  • Familiarity with Six Sigma, VAVE methodologies, or Root Cause Analysis is a bonus
  • Experience with complex medical devices is preferred
• Computer & Analytic Skills
  • Analyze and solve drafting problems
  • Assemble facts from various areas, analyze data, and provide informed recommendations
  • Work with minimal supervision, take charge of projects, and work effectively in a demanding, fast‑paced environment
• Competencies
  • High attention to detail
  • Understanding of terminology and ability to share and communicate effectively within the group
  • Organize and prioritize tasks, resulting in consistent productivity
  • Function within and support a fast‑paced team environment and build strong working relationships
  • Dependable and punctual
  • Meet accuracy and productivity goals
  • Good problem‑solving skills, evaluate situations, 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
• Physical Requirements
  • Occas…