Company Overview: JM Lapp is a growing, privately-owned mechanical company located on Main Street in New Holland, PA. We specialize in the installation and service of heating, cooling, and plumbing systems. Our mission is to create a dynamic, mission-driven, and high-growth environment where team members can flourish while serving our customers with excellence. Position: Service Support Coordinator Position Summary: We are seeking a dedicated and detail-oriented Service Support Coordinator to play a vital role in our service department. This position is responsible for interfacing directly with customers over the phone, handling inbound calls, scheduling and dispatching service technicians, supporting internal sales and marketing efforts, and assisting the Service Manager in optimizing team effectiveness. The ideal candidate will ensure that customer concerns are promptly addressed and that service operations run smoothly, providing an exceptional customer experience. Key Responsibilities: + Customer Engagement + Answer inbound customer calls with professionalism and courtesy. + Communicate effectively with customers to understand their concerns and service requirements. + Provide proactive communication to keep customers informed about timelines, costs, and next steps. + Follow up with customers post-service to ensure satisfaction and address any outstanding concerns. + Scheduling and Coordination + Schedule and dispatch service technicians based on workload, priority, and customer needs. + Coordinate with customers to schedule service calls at their convenience. + Monitor technician availability and adjust schedules dynamically to meet customer demands. + Support the Service Manager in resource allocation and workflow management to optimize service delivery. + Internal Sales and Marketing Support + Assist with follow-up calls to existing and prospective customers to promote annual maintenance agreements. + Help set up customers on annual maintenance schedules to ensure consistent service and customer satisfaction. + Support marketing initiatives by tracking and managing customer outreach efforts. + Collaborate with the sales team to identify service opportunities and ensure seamless communication with customers via the CRM system (HubSpot, ServiceTitan or other). + Documentation and Reporting + Maintain accurate records of customer interactions, service requests, schedules, and sales activities. + Generate reports to track job progress, technician performance, and customer feedback. + Collaborate with management to develop KPIs and improve service workflows. + Other Service Duties as Needed + Support the Service team with phone calls, scheduling, sales follow-ups, and other duties when not focused on direct responsibilities. Be a team player. Qualifications: + Preferred experience in scheduling, customer service support, or sales within mechanical, HVAC, plumbing, or similar industries. + Proficiency in service management software such as ServiceTitan, FieldEdge, or EBMS is highly desirable. + Strong communication and interpersonal skills. + Exceptional organizational and multitasking abilities. + Problem-solving skills with a customer-focused mindset. + Proficiency in scheduling software, CRM systems, and basic reporting tools (e.g., Power BI is a plus). Success Measures: + Efficient scheduling of service jobs to maximize technician productivity. + High levels of customer satisfaction, evidenced by positive feedback and repeat business. + Growth in annual maintenance agreement sign-ups and customer retention. + Clear and actionable reporting to support company-wide decision-making. What We Offer: + A collaborative and supportive team environment. + Opportunities for growth and professional development. + Competitive compensation and benefits package. + The chance to be part of a purpose-driven company committed to excellence. How to Apply: Interested candidates are encouraged to submit their resume. Join us at JM Lapp and contribute to a company that values growth, service excellence, and team success!