Service Analytics/Contracts Manager

Samsung Healthcare USA; Danvers (MA); On-site; USD 110,000 - 165,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401k retirement plan

Paid time off

Job summary

Samsung HME America in Danvers, MA is seeking a Service Analytics/Contracts Manager to drive Salesforce-enabled data insights, improve service dashboards, and optimize contract capture rates across the US DR and mCT service portfolios.

You will partner with Field Service Engineers, Zone Managers, Operations, Sales, and Head of Service to deliver actionable insights, enhance efficiency, and support continuous improvement initiatives.

Qualifications

• BS in Mechanical Engineering strongly preferred.
• 10+ years of experience in manufacturing engineering, mechanical design, or value engineering.
• Strong understanding of CNC machining, sheet metal, sand castings, and tooling constraints.
• 3+ years of SolidWorks; proficient in part modeling, assembly constraints, and detailed drawings.
• Experience preparing ECOs in PLM system (Arena).
• Experience with mechanical FEA and GD&T.
• Six Sigma / VAVE methodologies or Root Cause Analysis is a bonus.
• Experience with complex medical devices is preferred.

Responsibilities

• 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.
• Oversee the full lifecycle of service contracts: creation, setup, activation and renewal.
• 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.

Skills

SolidWorks

PLM (Arena)

Mechanical FEA

GD&T

Six Sigma

Root Cause Analysis

Education

BS in Mechanical Engineering

Tools

Arena PLM

Job description

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.

Location

On‑site in Danvers, MA

Role Description

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.

Key Duties and Responsibilities

• 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

Qualifications and Requirements

• 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 SolidWorks 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
  • Occasionally lift and/or move up to 25 pounds
  • Frequently required to sit; use hands to finger, handle, or feel; reach with hands; and talk or hear
  • Must be able to sit for long periods of time
  • The noise level in the work environment is usually mild
  • Specific vision abilities required: close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus
  • Interaction with x‑ray devices; requires use of dose monitoring equipment either full time or as needed

Benefits

• Medical (Blue Benefit Administrators): 5 PPO plans (up to 95% employer contribution)
• Dental (Blue Cross Blue Shield): 2 PPO plans (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.