Service Support Coordinator

Location

Norwood, MA

$55,000–$60,000, based on experience

Shift A:
Monday–Friday, 6:30 AM–3:00 PM
Shift B:
Monday–Friday, 8:00 AM–4:30 PM

Our client is a leading provider of commercial refrigeration and food equipment services throughout New England. As a family-owned organization with a longstanding reputation for quality service and continued growth, they are seeking a Service Support Coordinator to join their team. This role is essential to ensuring efficient service operations by supporting technicians, coordinating customer communication, and maintaining accurate service documentation in a fast-paced environment.

• Serve as the first point of contact for inbound customer calls and emails.
• Provide timely, professional responses and route requests to the appropriate team members.
• Keep customers and internal teams informed with accurate job status updates, schedule changes, and service completions.
• Coordinate service calls and technician scheduling.
• Support quoting activities and customer follow-up.
• Maintain accurate customer records, work orders, and service documentation.
• Ensure work orders and supporting documentation are complete and ready for billing.
• Coordinate authorization numbers, paperwork, photos, and other required documentation.
• Act as the communication hub between Service Managers, technicians, and customers.
• Escalate issues proactively and help resolve communication gaps.
• Identify opportunities to improve administrative processes and workflow efficiency.
• Contribute to a positive, customer-focused, and team-oriented work environment.

• Experience working for a commercial food equipment service company, HVAC/R contractor, appliance repair company, or similar service-based organization strongly preferred.
• 2+ years of experience in customer service, dispatch, service coordination, or administrative support.
• Strong organizational skills with exceptional attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong sense of ownership, accountability, and follow-through.
• Excellent customer service and interpersonal skills.
• Proficiency with computer systems, databases, and service or dispatch software.
• Experience with ERP or service management systems is a plus.
• Strong critical thinking and problem-solving skills.

• Competitive salary of $55,000–$60,000 based on experience.
• Medical, dental, and vision insurance.
• 401(k) with company match.
• Paid time off and company-paid holidays.
• Company-wide incentive program.
• Short-term and long-term disability coverage.
• Regular performance reviews and bonus opportunities.
• Continuing education and training reimbursement.
• Employee referral program.
• Join a growing family-owned organization that values communication, accountability, respect, and employee development.