Senior Manager, Customer Solutions

Location: Hybrid, 40 - 60% Domestic Travel

About the Role

Samsung HME America (Healthcare and Medical Equipment) is Samsung’s U.S. medical imaging organization, delivering advanced diagnostic solutions across Ultrasound, Digital Radiography, and Computed Tomography. We lead nationwide sales, marketing, service, and distribution of Samsung’s imaging technologies, partnering with healthcare providers to strengthen diagnostic capabilities, streamline clinical workflows, and support better patient care. Samsung HME America also serves as the global manufacturing center for Samsung’s mobile Computed Tomography (mCT) business, leading the development of advanced CT systems used by healthcare providers worldwide. Backed by Samsung Electronics’ global technology leadership, our teams work closely with clinicians to translate real-world challenges into innovative imaging solutions.

The Senior Manager, Customer Solutions, is a hands-on leader responsible for driving Samsung Healthcare America's customer success strategy through direct customer engagement, technical leadership, strategic partnerships, and operational support. This role works within the Service organization to resolve complex technical issues, support critical customer escalations, and implement initiatives that improve customer satisfaction, maximize equipment uptime, and strengthen long-term customer relationships. Provide leadership for Customer Success, Strategic Partnerships, and Customer Technology by strengthening customer relationships, supporting advanced technical initiatives, and serving as the primary liaison between Samsung Healthcare America, Samsung Headquarters, Technical Support, and the Field Service organization. Success in this role requires a leader who is equally comfortable engaging with customers, collaborating with headquarters and product teams, and working directly with service personnel to resolve technical and operational challenges.

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.

Skills

• 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.

Key Performance Indicators

• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Customer Retention
• System Uptime
• Technical Response Time
• First-Time Fix Rate
• Executive Escalation Resolution
• Strategic Account Growth
• Quarterly Business Reviews
• Voice of Customer Improvement

Physical Requirements

• 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.

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.