Service Analytics/Contracts Manager

Job Description

Job Description

Service Analytics/Contracts Manager

• Location: On-site in Danvers, MA

Who We Are

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.

Role Description

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.

Key duties and responsibilities, other duties may be assigned:

• 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

Service Contracting Team

The position plays 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

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: 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.

Education & Experience

• BA/BS in Business Administration, Accounting, Communications, Marketing or other related discipline preferred
• Strong background in Process management and/or Customer Service
• Must possess excellent verbal and written communication skills and work effectively in a demanding, fast-paced environment. Must be able to assemble facts from various areas, analyze data, and provide informed recommendations to management

Computer & Analytic Skills

• Excellent data analysis skills, and ability to synthesize and comprehend large quantities of data
• You must be excellent with technology, be able to present using a laptop computer and be able demonstrate proficiency with MS Office package, including Excel, Word, and 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

Competencies

• High attention to detail
• Understanding of terminology and ability to share and communicate effectively within the group
• Ability to organize and prioritize tasks resulting in consistent productivity
• Ability to function within and support a fast-paced team environment and build strong working relationships
• Dependable and punctual
• Ability to meet accuracy and productivity goals
• Good problem solving skills, ability to 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 by this job include Close vision, Distance vision, Peripheral vision, Depth perception and Ability to adjust focus
• Interaction with x-ray devices; for this reason strict safety and tracking programs are in place, requiring the utilization of dose monitoring equipment either full time or as necessitated by situation

Benefits

We offer a comprehensive benefit package which includes:

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

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