Service Support Coordinator - HVAC​/R

Service Support Coordinator - HVAC/RJoe Warren & Sons Co., Inc. Norwood, Massachusetts, United States About this position

About Joe Warren & Sons Co., Inc. (JWS)

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 company headquartered in Norwood, MA, with branch offices in Brentwood, NH, and Moosup, CT.

Our strong track record of above-market growth is driven by loyal customers, a dedicated and thoughtful team, and an industry-leading reputation for quality service.

We are seeking a dependable, detail-oriented Service Support Coordinator to provide essential administrative and customer service support to our fast-paced Service Department.

This role is critical to keeping daily operations running smoothly by ensuring strong communication, accurate information flow, organized documentation, and timely follow-through. The ideal candidate enjoys multitasking, takes ownership of responsibilities, and takes pride in supporting customers, technicians, and internal team members.

• Serve as the first point of contact for inbound customer calls and emails.
• Provide timely, accurate, and professional responses to customer inquiries.
• Triage service requests and route them to the appropriate team members with complete and accurate context.
• Ensure customer communications are tracked and that no requests fall through the cracks.
• Provide proactive and real-time job status updates to customers.
• Clearly communicate delays, scheduling changes, service progress, and job completion.
• Set appropriate expectations and ensure consistent follow-through.

• Support the scheduling and coordination of service calls and technician appointments.
• Act as a communication hub between Service Managers, technicians, customers, and other internal departments.
• Ensure all parties remain aligned regarding job status, scheduling, customer expectations, and required next steps.
• Identify issues, missing information, or communication gaps and escalate them proactively.
• Support quoting, proposal follow-up, and customer authorization processes.

• Maintain accurate and detailed customer, service call, and work order records within internal systems.
• Enter and update work order notes, customer information, service details, and job status information.
• Ensure documentation is complete, accurate, and sufficient to support service history and billing.
• Help ensure work orders include required purchase order numbers, authorization numbers, and supporting documentation.
• Coordinate required paperwork, photographs, service records, and other backup materials.
• Assist with service-related administrative and billing support tasks.
• Maintain organized departmental records and administrative systems.

• Identify inefficiencies within administrative processes and service department workflows.
• Recommend practical improvements that support accuracy, responsiveness, and operational efficiency.
• Help develop consistency and standardization across departmental procedures.
• Support departmental initiatives and special projects as needed.

• Support Service Managers and technicians with timely and accurate information.
• Contribute to a positive, accountable, and team-oriented work environment.
• Demonstrate professionalism, reliability, and a customer-first mindset.
• Support teammates and contribute to the overall success of the Service Department.
• Uphold the JWS culture code of Communication, Accountability, and Respect.

• Two or more years of experience in customer service, administrative support, or a service-based environment preferred.
• Excellent written and verbal communication skills.
• Ability to interact professionally with customers, technicians, managers, and internal team members.
• Strong organizational skills with excellent attention to detail and accuracy.
• Demonstrated ability to manage multiple priorities in a fast-paced, high-volume environment.
• Strong sense of ownership, accountability, and follow-through.
• Dependable, professional, and reliable, with a positive attitude.
• Self-starter who can work independently while contributing effectively within a team.
• Strong interpersonal skills and a customer-first mindset.
• Ability to handle customer concerns with empathy, professionalism, and sound judgment.
• Comfortable using computer systems, databases, and business communication tools.
• Strong critical-thinking and problem-solving skills.
• Ability to identify concerns and escalate issues appropriately.

• Experience in commercial refrigeration, food equipment service, or a related technical service industry.
• Experience using ERP, dispatch, service management, or work order software.
• Background supporting field service technicians or service management teams.
• Experience with quoting, invoicing support,…