Service Analytics/Contract Manager- Location: On-site in Danvers, MA
Role DescriptionThe Service Analytics/Contracts Manager is responsible for driving Salesforce functionality leading to data-driven decision-making across the service organization to improve meaningful service dashboards, contract capture rates, operational performance, and customer satisfaction. This role partners cross-functionally with Field Service Engineers, Zone Managers, Operations Manager, Sales Teams and Head of Service to deliver actionable insights, enhance efficiency, and support continuous improvement initiatives. This position plays a key role in developing reporting frameworks, improving data integrity, and enabling proactive contract renewals and new service offerings.
Key duties and responsibilities, other duties may be assigned:
Service Analytics & Reporting- Develop and maintain dashboards and reporting across service KPIs
- Identify trends, repeat failures, and high-frequency service issues
- Ensure the timely recognition/Reporting of US, DR & mCT Service revenue and capture rates
- Facilitate through reporting, analysis, sales order development and auditing, and process improvement the timely completion of billable service orders.
- Manage allocations
Service Contracting TeamThe position plays a critical role in enabling predictable service revenue, improving operational efficiency, and enhancing customer experience through effective contract lifecycle management
- Oversee the full lifecycle of service contracts
- Contract creation, set up, activation, and renewal
- Ensure compliance with internal policies and service offerings
- Ensure accurate contract setup, standardization and administration
- Oversee and Standardization of Contract pricing logic
- Drive contract revenue growth and improve contract capture and renewal rates
- Partner with Sales and Service teams to identify contract opportunities
- Support development of strategies to increase contract penetration
Process Improvement & Quality- Develop, document, and maintain service processes and procedures (Arena or equivalent)
- Ensure compliance with FDA and internal quality requirements
- Support audit readiness and corrective action (CAPA) initiatives
- 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
Systems & Tools- Optimize Salesforce and GISS reporting and improve data accuracy
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- BS in Mechanical Engineering strongly preferred
- 10+ years of experience in manufacturing engineering, mechanical design, or value engineering required
- Strong understanding of CNC machining, sheet metal, sand castings, and associated tooling constraints
- 3+ years of experience with SolidWorks required; proficient in part modeling, assembly constraints, and detailed drawings
- Experience preparing ECOs in PLM system (i.e. Arena)
- Experience with mechanical FEA and GD&T
- Familiarity with Six Sigma, VAVE methodologies, or Root Cause Analysis are a bonus
- Experience with complex medical devices is preferred
Computer & Analytic Skills- Must be able to analyze and solve drafting problems
- Must be able to assemble facts from various areas, analyze data, and provide informed recommendations
- Must be able to work with minimal supervision, take charge of projects, and work effectively in a demanding, fast paced environment
Competencies- 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 fast-paced team environment and build strong working relationships
- Dependable and punctual
- Ability to meet accuracy and productivity goals
- Good problem solving skills, ability to evaluate situations 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
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
- The noise level in the work environment is usually mild.
- Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception and Ability to adjust focus
- 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
BenefitsWe 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!
