Service Coordinator - HVAC/R Technicians

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.

Role Overview: 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 foodservice 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.

Key Responsibilities

Adaptability in a Dynamic Environment:

• 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.

Scheduling and Rescheduling:

• 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.

Attention to Detail:

• 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.

Resilience and Professionalism:

• 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.

Customer and Technician Coordination:

• 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.

Qualifications

• 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

Physical Demands

• 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.

Why Choose JWS? At JWS, we're more than just a business; we're a community.

Excellent Benefits:

• 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 from our company-wide incentive program.
• Enjoy (9) company paid holidays and a generous PTO.
• Access to advancement opportunities.
• Employee Referral Bonuses

Empower Your Career:

• Dive into abundant training opportunities and professional development.
• Utilize tuition reimbursement and individual developmental plans (IDPs) to continually upskill.
• Thrive in our 'promote from within' culture, ensuring your dedication and hard work doesn't go unnoticed.

Family First: At JWS, our door is always open. Relish in the stability of a family-owned business that has been a trusted service provider for over 30 years, backed by an ownership and management team deeply invested in its people and purpose.

Join us in upholding our core values: Communication, Accountability, and Respect. If you’re keen on growing with a family-centric business and making an impact, let's chat.

Job Type: Full-time
Hours: 7:00-4:30pm

Expected hours: 40+ per week. This is a salaried (exempt) position, and as such, the role may require a commitment of more than 40 hours per week to fulfill job responsibilities.

Work Location: In person

Salary: $70,000-85,000

We are currently unable to sponsor work visas for this position. Applicants must be authorized to work in U.S. without sponsorship.

As an Equal Opportunity Employer, we provide equal opportunity to all qualified individuals regardless of race, sex, color, religious creed, religion, national origin, citizenship status, age, disability, pregnancy, ancestry, military service, or veteran status, genetic or carrier status, marital status, sexual orientation, or any classification protected by applicable federal, state, or local laws.