Senior Manager, Customer Solutions

Samsung HME America is the U.S. medical imaging organization of Samsung, providing advanced diagnostic solutions. The Senior Manager, Customer Solutions, is responsible for driving customer success through direct engagement, technical leadership, and operational support, while ensuring improved customer satisfaction and system uptime.

Responsibilities:

• Build and maintain positive working relationships with strategic customers, dealer partners, and Biomedical leadership
• Support Sales and Marketing by participating in customer presentations, product demonstrations, site assessments, RFP responses, and service planning
• Manage customer escalations and assist in developing and implementing customer recovery plans
• Conduct Quarterly Business Reviews (QBRs) with assigned customers to review service performance and identify improvement opportunities
• Provide support and guidance to Technical Support Engineers (TSEs) and other technical resources as needed
• Work with Service Management and headquarters teams to resolve complex product and system issues
• Support strategic sales opportunities by providing technical expertise during customer meetings, demonstrations, and proposal responses
• Promote OEM service best practices to improve equipment uptime, reliability, and customer satisfaction
• Monitor system performance, including uptime, response times, and other customer service KPIs, and recommend corrective actions when needed
• Maintain accurate documentation of customer activities, service issues, and follow-up actions
• Perform other duties as assigned

Requirements:

• Bachelor's degree in Engineering, Biomedical Engineering, Business, Healthcare Administration, or related field required
• 10+ years of progressive leadership experience in medical imaging service, technical services, customer success, or healthcare operations
• Experience supporting Technical Support Engineers, customer relationships, and cross-functional teams
• Advanced proficiency with Microsoft Office Suite and Salesforce CRM
• Ability to analyze KPIs, customer trends, and operational performance metrics
• Executive-level presentation and business review capabilities
• Customer Success
• Customer Technology Leadership
• Strategic Partnerships
• Escalation Management
• Customer Advocacy
• Cross-Functional Leadership
• Business Acumen
• Continuous Improvement
• Change Leadership
• Problem Solving
• Priority Setting
• 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