Customer Solutions Leader – Medical Imaging & OEM Services

NeuroLogica Corp.; Connecticut; Hybrid; USD 145,000 - 180,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Disability & Life

401k match

HSA programs

Insurance options

Generous PTO & tuition aid

Job summary

Samsung HME America is seeking a Senior Manager, Customer Solutions to lead a hands-on customer success strategy in a high-impact environment. You will drive engagement across customers, HQ, Technical Support, and Field Service to maximize uptime and satisfaction.

The role requires deep technical leadership, strategic partnerships, and the ability to translate feedback into actionable service improvements that strengthen long-term relationships and growth.

Qualifications

• Bachelor's degree in Engineering, Biomedical Engineering, Business, Healthcare Administration, or related field required.
• 10+ years of progressive leadership experience in medical imaging service, technical services, customer success, or healthcare operations.
• Experience supporting Technical Support Engineers, customer relationships, and cross-functional teams.

Responsibilities

• Build and maintain positive working relationships with strategic customers, dealer partners, and Biomedical leadership.
• Support Sales and Marketing by participating in customer presentations, product demonstrations, site assessments, RFP responses, and service planning.
• Manage customer escalations and assist in developing and implementing customer recovery plans.
• Conduct Quarterly Business Reviews (QBRs) with assigned customers to review service performance and identify improvement opportunities.
• Provide support and guidance to Technical Support Engineers (TSEs) and other technical resources as needed.
• Work with Service Management and headquarters teams to resolve complex product and system issues.
• Support strategic sales opportunities by providing technical expertise during customer meetings, demonstrations, and proposal responses.
• Promote OEM service best practices to improve equipment uptime, reliability, and customer satisfaction.
• Monitor system performance, including uptime, response times, and other customer service KPIs, and recommend corrective actions when needed.
• Maintain accurate documentation of customer activities, service issues, and follow‑up actions.
• Perform other duties as assigned.

Skills

Leadership

Customer Solutions

Cross-functional Leadership

KPI analysis

Executive presentation

Strategic partnerships

Education

Bachelor's degree in Engineering or related field

10+ years of progressive leadership experience in medical imaging service, technical services, customer success, or healthcare operations

Tools

Microsoft Office Suite

Salesforce CRM

Job description

Samsung HME America is seeking a Senior Manager, Customer Solutions to lead a hands-on customer success strategy in a high-impact environment. You will drive engagement across customers, HQ, Technical Support, and Field Service to maximize uptime and satisfaction.

The role requires deep technical leadership, strategic partnerships, and the ability to translate feedback into actionable service improvements that strengthen long-term relationships and growth.