POSITION SUMMARY
The Service Coordinator leads the logistical coordination, dispatching, and field execution for Point-of-Sale (POS) installations and low-voltage network cabling infrastructure. This role focuses strictly on supporting national quick-serve restaurant (QSR) franchise initiatives, including new store construction (NRO), complete remodels, and technology refreshes.

The coordinator serves as the central hub connecting corporate franchise construction managers, general contractors, electrical subcontractors, and nationwide field technicians. The primary goal is to deliver flawless, on-time technology deployments that align with strict restaurant timelines.

DUTIES AND RESPONSIBILITIES

• Project Tracking: Maintain deployment timelines across multiple construction sites nationally, ensuring IT installation phases align with broader general contractor construction schedules.
• Phased Milestone Coordination: Schedule multi-phase site visits, separating rough-in cabling phases (during wall construction) from final trim phases (mounting POS terminals, drive-thru headsets, and menu boards).
• Construction Liaison: Act as the primary technical point of contact for General Contractors (GC’s) on site to resolve conflicts regarding conduit placement, network rack locations, or power drops.
• Logistics & Equipment Tracking: Coordinate the timely shipment of staging kits—including POS terminals, network switches, patch panels, and bulk CAT6 cabling—to match specific job-site delivery windows.
• Scope of Work (SOW) Compliance: Review pre-construction blueprints and post-installation deliverables (such as cable test results, photos, and sign-offs) to ensure strict adherence to national brand standards.
• Escalation Management: Resolve critical site delays immediately, such as scheduling overlapping shifts if construction delays threaten a franchise's hard grand opening date.
• Assists with administrative duties including but not limited to coordinating travel, expense reimbursements, fleet monitoring, etc.
• Assist with running day-to-day operations of the Service department. This includes answering phones, getting techs set for the day, managing service tickets, etc.
• Practices open and transparent communications by updating our ticketing system and providing status updates to all applicable parties on progress towards issue resolution.
• Updates the knowledge base with process updates provided by Service Technicians and shares SOP documentation with our support teams.

QUALIFICATIONS

Education

• High School Graduate or equivalent minimum.
• Associate or Bachelor’s degree preferred

Education

• Minimum 2 years experience in deployment coordination, telecom dispatching, or commercial construction logistics.
• Previous experience in a POS environment including QSR or retail rollouts is highly preferred.

Skills and Knowledge

• Technical Knowledge: Strong familiarity with low-voltage cabling infrastructure (structured data runs, termination, testing) and standard retail POS network architectures.
• Blueprint Literacy: Ability to read and interpret floor plans, architectural layouts, and reflected ceiling plans to verify data drop locations.
• Availability: Ability to occasionally support flexible hours to accommodate various national time zones (EST to PST) during critical cutover or opening windows.
• Timeline: Focus on meeting milestones while able to flex resources quickly.
• Cross-Functional Communication: Ability to speak the language of a construction foreman, an independent franchise owner, and an IT professional.
• Geographic Logistics: Strong understanding of national shipping lanes, transit times, and technician schedules to optimize resource deployment.
• Composure Under Pressure: Have a calm mindset when handling unexpected logistics failures, missing hardware, or sudden site schedule shifts.
• Good driving record, valid driver’s license and insured. Must be able to travel to customer sites.

Tools and Technology

• Software Skills: Proficiency with enterprise Project Management tools (e.g., Smartsheet, Monday.com), Field Service Management software, and Microsoft Office/Google Suite
• Windows based PCs and Networking including tablets, mobile devices and other wireless equipment.
• Networking equipment including firewalls, routers and switches.
• Hand and Power Tools

REQUIREMENTS, BOTH PHYSICAL & WORKING CONDITIONS

• This position requires spending a majority of time sitting or standing and talking and listening, with some walking, reaching and other minor physical activity.
• Lifting or moving objects will be primarily under 25 lbs, with occasions of up to 50 lbs.
• There are no special vision requirements.
• The work environment may contain up to moderate noise (normal retail conditions).
• The work environment will not contain any hazardous environmental conditions.
• Capable of climbing ladders up to 12ft, sometimes higher.
• No protective clothing or equipment will be necessary in the work environment.
• Non-slip shoes recommended

This job description reflects the current assignment of essential functions and is not meant to be all-inclusive or in any way construed as an employment contract. Duties and responsibilities may be assigned or reassigned to this position at any time and may be modified to reasonably accommodate an individual with a disability or for other reasons solely at management’s discretion.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off

Work Location: In person