Business Process Service Support ManagerThis is an onsite position located in Danvers, MassachusettsWHO WE ARE:Boston Imaging is the US headquarters for sales, marketing, service and distribution of all Samsung digital radiography and ultrasound systems. Our advanced medical technologies are used worldwide in leading healthcare institutions, helping providers enhance patient care, improve patient satisfaction, and increase workflow efficiency. Samsung is committed to being a leader in the field of healthcare imaging.Samsung is a growing presence in the radiology field and is committed to delivering fast, easy and accurate imaging solutions to healthcare providers. The full range of Samsung imaging solutions includes Ultrasound, Digital Radiography, and mobile Computed Tomography (mCT). Samsung aims to become a global leader in the medical imaging space and is investing heavily in developing innovative, advanced imaging technologies that will improve the quality of people's lives.Samsung keeps a constant eye on the always-evolving, ever-changing imaging industry. By continually enhancing current product lines and seeking to develop new technologies, Samsung is at the forefront of the imaging frontier.
ROLE DESCRIPTION:Responsible for Management of Contracting, Call Center and Service SOP Teams along with supporting the Field Service and Customer Service Teams. Position will also provide additional support to department.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assignedProcess Improvement - SOP Creation and Maintenance
- Responsible for Creating and managing company policies around the Services business organization
- Develop and maintain service processes and procedures, documenting in ARENA
- 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
- Implement quality objectives to ensure FDA requirements are met
- Develop and deploy best practices. Lead process improvement efforts that span organizational boundaries
- In collaboration with Services leadership, develop & implement performance metrics and creating reporting to identify opportunities for improvement
- Create initiatives depending on the business's requirements and needs
- Develop projects and monitor project performance
- Collaborating with users and stakeholders
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Contract Administration
- Oversees all aspects of a company's contract negotiations, obligations and implementation.
- Responsible for managing customer warranty conversion & contract renewal process by developing standard reporting to facilitate the service organization's ability to identify and act upon opportunities quickly
- Develop and implements contract capture metrics
- Developing and maintain relationships with dealers and customers
- Create standard contracts that can be used with direct and indirect customers.
- Studying the requirements, duties and obligations of the company under contracts to ensure alignment with the company's goals and industry regulations.
- Supervising contract execution to ensure compliance with regulatory guidelines.
- Monitoring the implementation and performance of signed contracts.
Call Center Management
- Promote high customer satisfaction by establishing employee goals and metrics to ensure quick resolution to customer inquiries
- Ensure the timely recognition of Services revenue through Contract and Billable Sales Order entry
- Facilitate through reporting, analysis, auditing, and process improvement the timely completion of billable service orders
- Responsible for developing relationships across organizations to ensure timely invoicing to recognize revenue in the quickest manner possible
- Support Account Receivable activities across the organization
- Manage and oversight of Call Center and Customer Service Representatives
- Hires and oversees the daily operations of Contracts Administration and Customer Service teams
- Evaluate staff effectiveness and performance and coaches team
- Training, supervising and managing the Contracts and Customer Services teams
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 have strong negotiating skills and be able to understand and apply the requirements and terms and conditions of any contract or agreement.
- 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 and pivot tables
- Experience with Great Plains or similar ERP system is a plus
Physical Requirements
- Occasionally lift and /or move up to 25 pounds
- Frequently required to stand; walk; sit; use hands to finger, handle, or feel; and talk or hear
- Must be able to sit at a desk and use a computer and phone for long periods of time each day
- 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
Competencies
- 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
- Ability to meet accuracy and productivity goals
- Good problem-solving skills, ability to evaluate situation 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
- Must possess strong verbal and written communication skills and work effectively in a demanding, fast paced environment
- 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)
- Background and credit screening may be required
About Boston ImagingLocated North of Boston in Danvers, MA, NeuroLogica Corporation, who does business in the Ultrasound and Digital Radiography space as Boston Imaging, is a subsidiary of Samsung Electronics who develops, manufactures and markets innovative medical imaging equipment for healthcare facilities and private practices worldwide. As a fast-moving, entrepreneurial company, Boston Imaging is a rapidly growing presence in the medical imaging field and is committed to delivering fast, easy and accurate imaging solutions to healthcare providers. We welcome you to learn more at: .We offer a comprehensive benefit package which includes;- 6 Different Blue Cross/Blue Shield Medical Plans to meet your needs- Dental coverage through Delta Dental- Vision coverage by VSP- Company paid Short-term and Long-term Disability coverage- $1 for $1 401k match up to 5% managed by Fidelity- Other benefit options such as company paid employee life insurance, a wellness program, tuition reimbursement and many more! Please contact NeuroLogica if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. Contact careers@neurologica for any questions or requests. Boston Imaging welcomes diversity and is an AA/EEO Employer - Minorities/Women/Veterans/Disabled and other protected categories are always encouraged to apply. The company's AAP can be made available for inspections upon requests.