Service Coordinator - HVAC/R Technicians

Joe Warren & Sons Co., Inc.•Norwood, MA

17d•$70,000 - $85,000•Onsite

About The Position

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.

Requirements

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

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.

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
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.
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.