Service Support Specialist

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.

The role at hand assumes the vital responsibility of acting as the primary touchpoint for the company. Its main objective is to extend support to the organization by undertaking a diverse range of administrative and clerical tasks. The Service Support Specialist shall be entrusted with the responsibility of managing a spectrum of functions, including receiving service calls/requests, coordinating with engineers, supervising the main service email inbox, procuring necessary parts and supplies, and fulfilling various other administrative and clerical obligations.

• Receive and attend to service calls and requests in a timely and efficient manner.
• Monitor the primary service email inbox and ensure prompt resolution of customer queries and requests.
• Coordinate and schedule preventive maintenance (PM) services, inspections, and customer appointments to ensure compliance with service agreements and operational requirements.
• Manage service schedules and calendars, coordinating technician availability, customer requests, and service priorities to maximize efficiency and response times.
• Assist with ordering, tracking, and expediting parts and supplies required for service activities while maintaining accurate records and communication with vendors.
• Ensure seamless coordination and dispatch of services in collaboration with engineers.
• Produce accurate service quotes and follow up with clients on their status.
• Actively 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 work order auditing and assist in resolving discrepancies as needed.
• Provide proficient and precise information to customers in-person, via phone, or email in a courteous and professional manner to ensure exceptional customer service.
• Proactively communicate with customers regarding appointment scheduling, service progress, parts availability, and issue resolution to ensure a positive customer experience.
• Assist Operations and Service Support Managers in executing special projects as directed.

• 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.

• High school diploma or equivalent required;
  Bachelor’s degree in Supply Chain Management, Business Administration, Logistics, Operations Management, or a related field preferred.
• Minimum of 1-3 years of experience in service coordination, inventory management, or a related operational support role.
• Experience working in a service-oriented environment, preferably supporting field service operations, healthcare, medical imaging, or technical service organizations.
• Experience using ERP, CRM, inventory management, or service management systems.

• Training and Development
• 401k with company match
• Paid Time Off
• Health Savings and Flexible Spending Account

This is a hybrid role, requiring office presence in our beautiful offices in South Miami and Doral, two to three days a week. Come join our collaborative and winning team in a family business that has become a business of families!