Service Support Coordinator - HVAC/R

About the role

Joe Warren & Sons Company Inc. (JWS) is a leading provider of commercial refrigeration and food equipment services and sales throughout New England. Established in 1991, JWS is a family-owned and operated company headquartered in Norwood, MA, with branch offices in Brentwood, NH, and Moosup, CT.

Key Responsibilities

• Serve as the first point of contact for inbound customer calls and emails.
• Provide timely, accurate, and professional responses to customer inquiries.
• Triage service requests and route them to the appropriate team members with complete and accurate context.
• Ensure customer communications are tracked and that no requests fall through the cracks.
• Provide proactive and real-time job status updates to customers.
• Clearly communicate delays, scheduling changes, service progress, and job completion.
• Set appropriate expectations and ensure consistent follow-through.
• Support the scheduling and coordination of service calls and technician appointments.
• Act as a communication hub between Service Managers, technicians, customers, and other internal departments.
• Ensure all parties remain aligned regarding job status, scheduling, customer expectations, and required next steps.
• Identify issues, missing information, or communication gaps and escalate them proactively.
• Support quoting, proposal follow-up, and customer authorization processes.
• Maintain accurate and detailed customer, service call, and work order records within internal systems.
• Enter and update work order notes, customer information, service details, and job status information.
• Help ensure work orders include required purchase order numbers, authorization numbers, and supporting documentation.
• Coordinate required paperwork, photographs, service records, and other backup materials.
• Aid with service-related administrative and billing support tasks.
• Maintain organized departmental records and administrative systems.
• Process improvement recommendations.
• Support departmental initiatives and special projects as needed.
• Support Service Managers and technicians with timely and accurate information.
• Contribute to a positive, accountable, and team-oriented work environment.
• Demonstrate professionalism, reliability, and a customer-first mindset.
• Support teammates and contribute to the overall success of the Service Department.
• Uphold the JWS culture code of Communication, Accountability, and Respect.

Required Qualifications

• Two or more years of experience in customer service, administrative support, or a service-based environment preferred.
• Excellent written and verbal communication skills.
• Ability to interact professionally with customers, technicians, managers, and internal team members.
• Strong organizational skills with excellent attention to detail and accuracy.
• Demonstrated ability to manage multiple priorities in a fast-paced, high-volume environment.
• Strong sense of ownership, accountability, and follow-through.
• Dependable, professional, and reliable, with a positive attitude.
• Self-starter who can work independently while contributing effectively within a team.
• Strong interpersonal skills and a customer-first mindset.
• Ability to handle customer concerns with empathy, professionalism, and sound judgment.
• Comfortable using computer systems, databases, and business communication tools.
• Strong critical-thinking and problem-solving skills.
• Ability to identify concerns and escalate issues appropriately.

Preferred Qualifications

• Experience in commercial refrigeration, food equipment service, or a related technical service industry.
• Experience using ERP, dispatch, service management, or work order software.
• Background supporting field service technicians or service management teams.
• Experience with quoting, invoicing support, customer authorizations, or work order documentation.

What Success Looks Like

• Response Time: Customer calls and emails are answered, acknowledged, or routed promptly with minimal delay.
• Communication Quality: Customers and internal teams receive clear, accurate, and proactive updates with minimal confusion, missed communication, or rework.
• Job Accuracy: Work orders, notes, customer records, authorization information, and supporting documents are complete, detailed, and ready for billing.
• Task Ownership: Administrative responsibilities are completed accurately and on time without the need for repeated follow-up or oversight.
• Team Impact: Service Managers and technicians receive the support and information needed to create smoother day-to-day operations.
• Problem-Solving: Issues are identified early, communicated clearly, escalated appropriately, and addressed proactively.
• Organization: A high volume of communications, work orders, and administrative tasks is managed effectively with strong prioritization and attention to detail.

Compensation and Benefits

• Salary range: $55,000 to $60,000 per year, based on experience.
• Comprehensive medical, dental, and vision insurance.
• Paid time off.
• Nine company-paid holidays.
• Company-wide incentive program.
• 401(k) plan with company match.
• Short-term and long-term disability coverage.
• Performance bonus opportunities.
• Regular performance reviews.
• Continuing education and training opportunities.
• Tuition and training reimbursement.
• Employee referral program.
• Advancement and internal promotion opportunities.

Why Choose JWS?

• Join a growing, family-owned company that is committed to employee development, career advancement, and delivering exceptional service to its customers.
• JWS remains committed to its core values of Communication, Accountability, and Respect.
• If you are ready to contribute to a growing organization while supporting customers, technicians, and service operations, we would love to speak with you.