Service Support Coordinator - HVAC/R

Service Support Coordinator

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.

Our strong track record of above-market growth is driven by loyal customers, a dedicated and thoughtful team, and an industry-leading reputation for quality service.

Position Overview

We are seeking a dependable, detail-oriented Service Support Coordinator to provide essential administrative and customer service support to our fast-paced Service Department.

This role is critical to keeping daily operations running smoothly by ensuring strong communication, accurate information flow, organized documentation, and timely follow-through. The ideal candidate enjoys multitasking, takes ownership of responsibilities, and takes pride in supporting customers, technicians, and internal team members.

Key Responsibilities

Customer Communication

• 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.

Service Coordination

• 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.

Work Order and Administrative Support

• 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.
• Ensure documentation is complete, accurate, and sufficient to support service history and billing.
• Help ensure work orders include required purchase order numbers, authorization numbers, and supporting documentation.
• Coordinate required paperwork, photographs, service records, and other backup materials.
• Assist with service-related administrative and billing support tasks.
• Maintain organized departmental records and administrative systems.

Process Improvement

• Identify inefficiencies within administrative processes and service department workflows.
• Recommend practical improvements that support accuracy, responsiveness, and operational efficiency.
• Help develop consistency and standardization across departmental procedures.
• Support departmental initiatives and special projects as needed.

Team Support

• 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.

Schedule and Location

• Full-time, on-site position
• Location: Norwood, MA
• Monday through Friday
• Shift A: 6:30 AM to 3:00 PM
• Shift B: 8:00 AM to 4:30 PM

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.

At JWS, employees benefit from a supportive team environment, competitive compensation, comprehensive benefits, professional development opportunities, and a promote-from-within culture. We remain committed to our 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.

Job Type: Full-time, on-site Location: Norwood, MA Schedule: Monday through Friday Salary: $55,000$60,000 per year, based on experience

We are currently unable to sponsor work visas for this position. Applicants must be authorized to work in the United States without current or future sponsorship.

Joe Warren & Sons Co., Inc. is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified individuals regardless of race, color, sex, pregnancy, religious creed, religion, national origin, ancestry, citizenship status, age, disability, military service, veteran status, genetic information, marital status, sexual orientation,