Service Coordinator

Service Coordinator

Joe Warren & Sons Company Inc. (JWS) is a leading provider of commercial refrigeration and food equipment services and sales throughout New England. As we usher in a new phase of growth, we're seeking to add a Service Coordinator to our growing team in MA. JWS, established in 1991, is a family-owned and operated business headquartered in Norwood, MA with a robust team of technicians serving New England.

Our continued success is attributed to strong customer loyalty, a dedicated management team, and a stellar reputation for top-notch service.

The successful candidate will thrive in a high-energy and dynamic environment, assisting in a variety of tasks to support customers, manufacturers, and business partners. This includes dispatching service technicians to install, service, and repair electric, gas, or steam-powered commercial food service and refrigeration equipment, on both an emergency and scheduled basis, while communicating all levels of the service cycle with the customer through email and phone calls.

The Service Coordinator will report directly to the Senior Service Manager.

• Flourishes in a fast-paced, ever-changing environment, adept at managing shifting priorities and assignments.
• Demonstrates a nimble approach, adapting swiftly to unforeseen changes while maintaining a constructive and upbeat attitude.

• Takes initiative in scheduling technicians thoughtfully, optimizing resource allocation.
• Exhibits adaptability and resourcefulness, adjusting schedules with agility and precision as situations evolve, ensuring customer needs are consistently met.

• Displays meticulous attention to detail in coordinating service requests, ensuring comprehensive and accurate communication of essential information.
• Vigilantly oversees ongoing service activities, ensuring each aspect is conducted with precision and efficacy.

• Demonstrates resilience and maintains a professional demeanor when faced with challenges or receiving feedback.
• Employs robust problem‑solving skills to navigate unexpected hurdles, ensuring effective and timely resolution of issues.

• Works closely with others in the Service Dept. to coordinate technicians according to customer requests, assign technician workloads, dispatch workers to the job, and update service information within the dispatch system.
• Fields customer questions regarding service and communicates to staff.
• Ensures accuracy of customer data entered in service orders.
• Enter and acknowledge customer's orders, advise customer on order changes, order status, prices, and follow up on quote status.

• High School diploma or its equivalent
• (7) years of education and/or experience in related area
• Excellent customer service, communication, and problem‑solving skills
• Excellent organizational skills, must be motivated, a self‑starter, and able to follow through on duties and assignments with minimal supervision

• Ability to operate effectively in a high-energy environment, maintaining focus and productivity amidst various distractions.
• Occasional light lifting of office equipment, supplies, and boxes.
• Engages in active on‑site collaboration, frequently moving about to liaise with departments and technicians within the office.
• The role involves a balance of desk‑based tasks and on‑the‑go interactions, promoting dynamic communication and coordination in a lively environment.
• Requires dexterity on the use of fingers for the operation of computers and other office equipment.

• Enjoy comprehensive health coverage, including medical, FREE dental, and vision insurance tailored to your needs, along with a company‑funded HSA account.
• Highly competitive 401k matching – 4% Safe Harbor Match
• Secure your future with life insurance and short‑ & long‑term disability coverage.
• A competitive pay structure complemented by regular performance reviews, performance bonuses, and pay increments.
• Quarterly payouts…