Planned Maintenance Coordinator
About The Position
Joe Warren & Sons Company Inc. (JWS), a family-owned provider of commercial refrigeration and food equipment services and sales throughout New England, is seeking a Planned Maintenance Coordinator to support its growing PM division. The coordinator assists with scheduling, administration, and customer communication for planned maintenance programs, helping ensure visits are planned, completed, documented, and billed accurately while delivering a strong customer experience. The role reports directly to the Planned Maintenance Manager and is based in person in Norwood, Massachusetts. The coordinator works with customers, technicians, Service Managers, the Service Department, billing staff, and administrative staff to coordinate maintenance visits and customer requirements. The position also maintains agreements, equipment inventories, schedules, service histories, and performance reports; checks completed work orders and documentation; supports accurate, timely billing and contract renewals; and identifies opportunities to improve PM processes. The role is salaried and exempt, subject to applicable wage and hour requirements. Applicants must be authorized to work in the United States without employer sponsorship.
Requirements
- 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.
- 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.
- Must be authorized to work in the United States without employer sponsorship.
Nice To Haves
- Experience with service management, dispatch, enterprise resource planning (ERP), or maintenance management software.
Responsibilities
- Assist with scheduling and coordinating PM visits according to customer agreements and contract requirements.
- Maintain PM schedules to ensure recurring maintenance is performed on time.
- Work with the Service Department to assign technicians and optimize scheduling.
- Coordinate customer site access requirements and scheduling preferences.
- Act as a primary point of contact for PM customers regarding upcoming maintenance visits.
- Provide timely updates about schedule changes, service completion, and follow-up items.
- Build customer relationships through proactive communication and responsiveness.
- Address customer questions and route technical concerns to appropriate team members.
- Maintain accurate PM agreement records, equipment inventories, and service schedules.
- Track contract renewal dates and support timely renewals.
- Confirm completed PM services meet contract scope and customer requirements.
- Monitor PM completion rates and coordinate follow-up on overdue visits and outstanding work.
- Review completed PM work orders for accuracy and completeness.
- Ensure technician reports, photos, and required documentation are collected and recorded.
- Coordinate with billing staff so completed PM visits are invoiced accurately and promptly.
- Maintain accurate customer records and equipment service histories.
- Prepare and maintain PM performance reports and customer maintenance schedules.
- Identify scheduling conflicts, coverage gaps, and operational inefficiencies.
- Recommend improvements to scheduling, customer communication, and administrative workflows.
- Support consistent processes and documentation across PM operations.
- Liaise among customers, technicians, Service Managers, and administrative staff.
- Keep team members informed about 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.
Benefits
- Comprehensive medical insurance.
- Free dental insurance.
- Vision insurance.
- Company-funded Health Savings Account (HSA).
- 401(k) retirement plan with a 4% Safe Harbor match.
- Company-provided life insurance.
- 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.
- Paid time off.
- Career advancement and professional development opportunities.
- Employee referral bonuses.
- Supportive, family-oriented work environment.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
