Planned Maintenance Coordinator

Job Description

Job Description

Planned Maintenance (PM) Coordinator – Massachusetts

Joe Warren & Sons Company Inc.
Joe Warren & Sons Company Inc. (JWS), a leading provider of commercial refrigeration and food equipment services and sales throughout New England, seeks a PM Coordinator to support our growing PM division and to continue building on an exciting phase of growth. Established in 1991, JWS is a family-owned-operated business and headquartered in Norwood, MA and has branch offices in Brentwood, NH and Moosup, CT. JWS has a long history of above-market growth driven by strong customer loyalty, a dedicated and thoughtful management team and an industry leading reputation for quality service.

Job Description
We are seeking a highly organized and proactive PM Coordinator to assist in the scheduling, administration and customer communication associated with our PM programs. This role is critical to ensuring maintenance visits are planned, completed, documented and billed accurately while providing an exceptional customer experience. This role reports directly to the Planned Maintenance Manager.
The ideal candidate thrives in a fast-paced environment, enjoys coordinating multiple priorities and takes ownership to ensure customers receive timely and consistent planned maintenance services.
Responsibilities
PM Scheduling & Coordination

• Assist with scheduling and coordinating PM visits according to customer agreements and contract requirements
• Assist with maintaining PM schedules to ensure all recurring maintenance is performed on time
• Work closely with the Service Department to assign technicians and optimize scheduling
• Coordinate customer site access requirements and scheduling preferences

Customer Communication

• Serve as a primary point of contact for PM customers regarding upcoming maintenance visits
• Provide timely updates regarding schedule changes, service completion, and follow-up items
• Build strong customer relationships through proactive communication and responsiveness
• Address customer questions and route technical concerns to the appropriate team members

Contract & Program Administration

• Maintain accurate PM agreement records, equipment inventories, and service schedules
• Track contract renewal dates and support timely renewals
• Confirm that completed PM services meet contract scope and customer requirements
• Monitor PM completion rates and coordinate follow-up on overdue visits and outstanding work

Documentation & Billing Support

• Review completed PM work orders for accuracy and completeness
• Ensure technician reports, photos, and required documentation are collected and recorded
• Coordinate with billing staff to ensure completed PM visits are invoiced accurately and promptly
• Maintain accurate customer records and equipment service histories

Reporting & Process Improvement

• Prepare and maintain PM performance reports and customer maintenance schedules
• Identify scheduling conflicts, gaps in coverage, and operational inefficiencies
• Recommend improvements to scheduling, customer communication, and administrative workflows
• Support consistent processes and documentation across PM operations

Team Collaboration

• Serve as a liaison among customers, technicians, Service Managers, and administrative staff
• Keep team members informed of schedule changes, outstanding work, and customer requirements
• Support company initiatives that strengthen communication, accountability, and customer satisfaction
• Maintain a professional, collaborative, and solution-oriented approach

Qualifications

• Two or more years of experience in service coordination, scheduling, customer service, dispatching, or administrative support preferred
• Strong organizational skills and attention to detail
• Excellent verbal and written communication skills
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment
• Strong customer service and relationship-building skills
• Experience with service management, dispatch, enterprise resource planning (ERP), or maintenance management software preferred
• Ability to analyze information, solve problems, and proactively resolve scheduling challenges
• Self-motivated and dependable, with strong ownership and accountability
• Proficiency in Microsoft Office applications, particularly Excel and Outlook

Performance Metrics / What Success Looks Like

• PM Completion: PM visits are completed on time and meet contract requirements
• Schedule Accuracy: Schedules are reliable, with minimal missed visits, avoidable conflicts, or unnecessary rescheduling
• Customer Satisfaction: Customers receive proactive communication, timely responses, and consistent service
• Documentation Quality: Work orders, technician reports, and agreement records are complete and accurate
• Billing Readiness: Completed visits are reviewed and submitted promptly, minimizing invoicing delays
• Contract Management: Agreement details, equipment inventories, and renewal dates remain accurate and current
• Team Support: Service Managers and technicians receive timely, accurate scheduling and customer information
• Process Improvement: Practical improvements are identified and implemented to strengthen efficiency and consistency

Why Choose JWS?
At Joe Warren & Sons, we believe our employees are the foundation of our success. We offer a supportive, family-oriented work environment where teamwork, accountability, and professional growth are valued.

Competitive Compensation & Benefits

• Comprehensive medical, free dental, and vision insurance
• Company-funded Health Savings Account (HSA)
• 401(k) retirement plan with a 4% Safe Harbor match
• Company-provided life insurance and short- and long-term disability coverage
• Competitive compensation with regular performance reviews and opportunities for increases
• Performance bonuses and quarterly company-wide incentive program payouts
• Nine company-paid holidays and paid time off
• Career advancement and professional development opportunities
• Employee referral bonuses

Family-Owned. People-Focused.
For more than 35+ years, JWS has built its reputation on exceptional service, strong relationships, and a commitment to its employees. Our ownership and management team remain actively involved in the business and invested in the success of our people.

Our core values — Communication, Accountability, and Respect — guide how we work together and serve our customers. If you're looking for an opportunity to grow with a respected, family-owned company, we encourage you to apply.

Additional Position Information
Job Type: Full-time | In-person
Work Location: In person – Norwood, MA
Salary Range: $65,000–$75,000 annually
Shift: 8:00AM – 4:30PM
This position is currently designated as salaried (exempt), subject to applicable wage and hour requirements. Applicants must be authorized to work in the United States without employer sponsorship.

Equal Opportunity Employer
Joe Warren & Sons Company, Inc. is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees without regard to race, color, religion, sex, national origin, age, disability, pregnancy, ancestry, military or veteran status, genetic information, marital status, sexual orientation, or any other status protected by applicable federal, state, or local law

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