Service Coordinator

Service Coordinator – New Hampshire

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 business headquartered in Norwood, MA, with branch offices in Brentwood, NH, and Moosup, CT. Our continued growth and success are driven by strong customer relationships, a dedicated team, and a reputation for delivering exceptional service.

As we continue to expand, we are seeking a highly organized and motivated Service Coordinator to join our growing New Hampshire team.

The Service Coordinator plays a critical role in supporting daily service operations by coordinating technician schedules, dispatching service calls, and maintaining effective communication with customers and internal departments. This position requires strong organizational skills, sound judgment, and the ability to manage changing priorities in a fast-paced service environment. The successful candidate will focus on maximizing technician productivity, ensuring timely service delivery, and providing an exceptional customer experience.

The Service Coordinator reports directly to the NH Service Manager.

• Receive, prioritize, and process incoming service requests via phone, email, and other communication channels
• Create, manage, and adjust daily technician schedules for emergency, scheduled, and follow-up service calls
• Assign technicians based on skill set, geographic location, availability, and service requirements to maximize efficiency and productivity
• Maintain an accurate, real-time dispatch board reflecting technician assignments, service progress, and job status
• Monitor daily and upcoming service workloads, identify scheduling conflicts, and coordinate necessary adjustments
• Collaborate with the MA Service Department, as needed, to balance workloads and optimize technician resources

• Serve as a primary point of contact for customers regarding service requests, scheduling, and job status
• Provide timely updates regarding technician availability, appointment changes, service progress, and follow-up requirements
• Address customer questions and concerns professionally, escalating issues to the NH Service Manager when appropriate
• Ensure service orders and customer account information are accurately entered and maintained in company systems
• Communicate service order updates, pricing information, and quote status as appropriate

• Coordinate with the Parts Department to confirm parts availability and support timely scheduling of service work
• Maintain effective communication with technicians, service management, and other departments to support daily operations
• Identify operational challenges and recommend improvements to scheduling, communication, and service coordination processes
• Follow company safety policies and procedures
• Perform other related duties as assigned by management

• High school diploma or equivalent required
• Minimum of 5 years of experience in customer service, dispatching, scheduling, or a related operational support role
• Experience in commercial service, HVAC, refrigeration, food equipment, or a similar field preferred
• Strong organizational and time-management skills with the ability to manage multiple priorities simultaneously
• Excellent verbal and written communication skills, with a customer-focused approach.
• Demonstrated sound judgment, problem-solving abilities, and attention to detail
• Ability to work independently while collaborating effectively with technicians, management, and other departments
• Proficiency in Microsoft Office and general business software; experience with dispatch or service management systems preferred
• Familiarity with New Hampshire geography and surrounding service territories preferred
• Ability to remain professional, adaptable, and solution-oriented in a fast-paced environment

• Ability to work effectively in a busy office environment with frequent interruptions and changing priorities
• Regular use of computers, phones, and standard office equipment
• Frequent interaction and movement throughout the office to coordinate with staff and technicians
• Occasional light lifting of office supplies, packages, and equipment

At Joe Warren & Sons, we believe our employees are the foundation of our success. We offer a supportive,…