Service Operations Manager

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W2 Regular Full Time Danvers, MA, US

4 days ago Requisition

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.

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.

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

• 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

• 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

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.

• 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

• High attention to detail
• Ability to organize and prioritize tasks resulting in consistent productivity
• Ability to…