Service Operations Manager

Boston Imaging - A Samsung Company

Service Operations Manager leading overall service operations for medical imaging at Samsung in Danvers. Overseeing contract management and driving operational excellence in healthcare services.

Posted 5/3/2026full-timeDanvers • Massachusetts • 🇺🇸 United StatesSeniorLeadWebsite

Tech Stack

Tools & technologies

ERPSFDC

About the role

Key responsibilities & impact

Responsible for overall leadership and performance of Service Operations, including but not limited to mCT, Digital Radiography (DR) and Ultrasound Service Operations.
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
Ensure compliance with internal policies and service offerings
Drive contract revenue growth and improve contract capture and renewal rates
Develop and standardize depot and staging operating procedures
Support Service Analytic/Call Center Manager

Requirements

What you’ll need

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 function within and support a team environment and build strong working relationships
Good problem-solving skills, ability to evaluate situation and prioritize factors in decision making
Excellent organizational and project management skills, including time management, required
Ability to communicate effectively with both internal and external customers (including clients, vendors, sales, engineers, and management) through all media (in person, written, electronic – email, skype, and via telephone)
Excellent data analysis skills, and ability to synthesize and comprehend large quantities of data
Experience utilizing data to drive proactive decision-making and service improvements, including: End-to-end service operations performance, contract revenue growth, capture rate, and renewal, call center performance (response time, dispatch efficiency) and data integrity and reporting (SFDC / ERP)

Benefits

Comp & perks

Medical (Blue Cross Blue Shield): 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!

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Process ManagementCustomer ServiceData AnalysisContract Lifecycle ManagementService OperationsOperational EfficiencyCorrective Action (CAPA)Audit ReadinessService AnalyticProject Management

Soft Skills

LeadershipAttention to DetailOrganizational SkillsProblem-SolvingTeam CollaborationCommunicationPrioritizationProductivityRelationship BuildingTime Management