Service Analytics/Contracts Manager

Samsung HME America Inc • Danvers, MA

9d • Onsite

About The Position

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.

Requirements

• 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 (i.e. Arena)
• Experience with mechanical FEA and GD&T
• Must be able to analyze and solve drafting problems
• Must be able to assemble facts from various areas, analyze data, and provide informed recommendations
• Must be able to work with minimal supervision, take charge of projects, and work effectively in a demanding, fast paced environment
• 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
• 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
• 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

Nice To Haves

• Familiarity with Six Sigma, VAVE methodologies, or Root Cause Analysis are 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 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
• 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, 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
• Optimize Salesforce and GISS reporting and improve data accuracy

Benefits

• 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!

What This Job Offers

• Job Type: Full-time
• Career Level: Senior