Senior Manager, Customer Solutions

Key duties and responsibilities,

• other duties may be assigned:
• 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.
• Qualifications and Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Education & Experience
• 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.

Computer & Analytic 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.

Competencies

Key Performance Indicators

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

• We offer a comprehensive benefit package which includes:
• 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!
• Inclusion and Diversity Statement: We are an Equal Opportunity Employer and value diversity at all levels of the organization. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by applicable law. We are committed to providing reasonable accommodation to individuals with disabilities throughout the application and employment process. If you require assistance or accommodation, please contact Human Resources.