Service Support Specialist; HTS​/HTM

About Centella

World Class Account Executives. Dedicated Engineers. Inspired Leadership. Centella has over 50 years of reliable and trusted service in the advanced health care technology space. Through expert guidance, exceptional service, and enduring relationships, we empower our customers to be the life‑saving – and life‑changing – heroes that South Florida needs.

This role serves as the primary point of contact for Healthcare Technology Services (HTS) and core systems, acting as a key liaison within the organization. It provides operational, administrative, and clerical support to ensure the timely, compliant, and efficient delivery of medical equipment services. The Service Support HTS Specialist is responsible for a wide range of functions for both HTS and core systems, including receiving and documenting service calls and requests, coordinating and dispatching field service engineers, monitoring the main service email inbox, procuring necessary parts and supplies, and supporting additional administrative tasks essential to daily service operations.

• Coordinate and dispatch service requests for core and HTS‑supported medical imaging equipment in a timely and efficient manner.
• Monitor the primary service email inbox and ensure prompt resolution of customer queries and requests.
• Perform daily procurement of essential parts required for efficient service delivery.
• Generate quotes for planned maintenances, service repairs, and part replacement.
• Participate in the after‑hours on‑call rotation schedule to guarantee uninterrupted service delivery beyond regular business hours and provide expedited support as required.
• Assist with order auditing and the resolution of discrepancies as needed.
• Ensure the accurate completion and recording of service documentation in the database.
• Ensure that all service requests via phone, email, or in person are handled in a professional and courteous manner.
• Engage with service support and field management regarding customer issues, updates, and resolutions.
• Assist Operations and Service Support Managers in executing special projects as directed.
• Communicate with internal teams including dispatch, data management, accounting, and field service to ensure seamless service and assistance delivery.

• Demonstrate a customer‑centric focus towards both internal and external stakeholders.
• Possess advanced proficiency in utilizing the Microsoft Office Suite to complete tasks with precision.
• Exhibit a professional demeanor and maintain a polished appearance in all interactions.
• Display proficiency in communicating effectively through written and verbal means.
• Showcase resourcefulness and proactivity in problem-solving and conflict resolution.
• Possess excellent organizational skills to maintain efficient workflows and ensure seamless operations.
• Demonstrate the ability to multitask and manage time efficiently while prioritizing tasks effectively.
• Exhibit aptitude in accurately documenting and recording critical information.
• Possess strong computer skills and demonstrate proficiency in utilizing various software applications.

We are seeking a candidate with a high school diploma or equivalent who possesses a strong background and experience in Health Technology Services, or an equivalent combination of education and professional experience. Proficiency in computer operation is required, along with strong verbal communication skills. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Duties, responsibilities, and activities may change at any time with or without notice.

• Hybrid work schedule
• Career Growth Opportunities
• Training and Development
• 401k with company match
• Medical, Dental, Vision
• Paid Time Off
• Health Savings and Flexible Spending Account

This is a hybrid role, requiring office presence in our fabulous offices in South Miami, two to three days a week (at the company's sole discretion, and subject to change). Come join our collaborative and winning team in a family business, that has become a business of families!