Service Manager - Mobile CT

Service Manager, Mobile CT (mobile Computed Tomography)

Location: Considering all locations in United States with access to major airports with preference to be on East Coast, in particular the Boston area.

WHO WE ARE:

NeuroLogica Corp., a subsidiary of Samsung Electronics Co. Ltd., develops, manufactures, and markets innovative imaging technologies and is committed to delivering fast, easy, and accurate diagnostic solutions to healthcare providers. NeuroLogica is the global corporate headquarters and manufacturer of mobile computed tomography, and is also 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. In 2015, NeuroLogica became the US headquarters for all of Samsung Health and Medical Equipment. 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:

This leadership role is key in in providing our customers with the highest quality care and attention in all areas of our mobile Computed Tomography (mCT) business, including installations and ongoing operations. This position requires the ability to work flexible hours including occasional nights, weekends, and travel. This position requires approximately 75% travel.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned

• Manage employees and hands-on operation of the Field Service Employees (FSEs), whether in-house, consultants or sub-contracted
• Establish goals and objectives for all FSEs and review performance against operating plans and standards 
• Identify training needs, initiate development of subordinates and recommend effective personnel action
• Effectively communicate any changes to the company and departments plans and processes with the team
• Ensure that FSE capabilities meet or exceed needs as the organization expands
• Complete and manage the sales quotation process to ensure quality, efficiency, and timeliness
• Manager the discount approval process
• Provide CRM updates, reports and documentation for EOL letters
• Ensure escalation situations are managed and corrected quickly and professionally
• Develop and maintain relationships with our customers, account executives, technical support, manufacturing and engineering
• Monitor and control the quality of service provided by the FSEs at customer sites
• Ensure all installations meet the agreed standards, schedules, and costs
• Ensure that all FSEs adhere to current safety and regulatory standards
• Promote and support the sales of service contracts 
• Organize teams and meet demanding deadlines
• Partner with Sales Operations to meet with customers to discuss and set scheduling timelines for product delivery
• Follow all company policies regarding travel, expenses, meetings, and meals
• Required to wear dosimeter when in direct contact with radiation emitting devices

Additional over-site or hands-on duties may include

• PO review and confirmation
• Service Contract entries in GP
• Weekly build plan review with Sales/Shipping
• Weekly AR Meeting
• LC processing / International Shipping documents
• Update and maintain customer site list 
• Proposal for bid
• Collaborating with legal Dept to review contracts & agreements
• Assist with finance audit
• Service Contract Sales reporting
• Commission reporting

EDUCATION & EXPERIENCE

• BA/BS in Engineering or other Technical discipline
• 5-years’ experience in technical service environment; experience with medical equipment repairs, particularly with CT and Imaging a plus 
• ISO, FDA, CMDR Awareness Training and Product Complaint System
• Comprehensive understanding of Customer Service Business and the ability to maintain a professional composure at all times
• Must demonstrate proficient verbal and written communication skills and work effectively in a demanding, fast paced environment
• Willing to travel overnight and internationally as needed
• Budget, expense, and resource management experience required
• Must be able to assemble facts from various areas, analyze data, and provide sound recommendations 
• Valid driving license and satisfactory driving record is mandatory and background and drug testing (pre and post-employment) is required

COMPUTER SKILLS

• You must be excellent with technology, and be able demonstrate proficiency with MS Office package, including Excel, Word, and PowerPoint; as well as Outlook, Internet Explorer, and Google Chrome

PHYSICAL REQUIREMENTS

• Regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 20 pounds 
• Frequently required to sit at desk for long periods of time; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear
• Frequently required to walk the production floor
• 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
• The noise level in the work environment is occasionally very loud.
• Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception and Ability to adjust focus

COMPETENCIES

• Self-starter and team player that will thrive in an entrepreneurial 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 team environment and build strong working relationships
• Dependable and punctual
• 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

About NeuroLogica

Located North of Boston in Danvers, MA, NeuroLogica Corporation, a subsidiary of Samsung Electronics, develops, manufactures and markets innovative medical imaging equipment for healthcare facilities and private practices worldwide. As a fast-moving, entrepreneurial company, NeuroLogica is a rapidly growing presence in the radiology field and is committed to delivering fast, easy and accurate imaging solutions to healthcare providers. We welcome you to learn more at: https://www.neurologica.com .

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 [email protected] for any questions or requests. 

NeuroLogica 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.