Service Coordinator

Wayne Communications is seeking a full-time (M-F, 40 hrs/week) Service Coordinator to join our team.

Wayne is a QSR (Quick Service Restaurant) Technology company. We work with clients across the country to streamline their QSR (fast food) technology: headsets, timers, music systems, Point of Sale (POS) systems, security cameras, etc.

The position is responsible for overseeing and executing the Service function within Wayne. This position works closely with clients, store employees, and technicians to effectively manage on-site repair and service work at QSR locations across the county. This position works with all departments at Wayne to ensure that service is completed to Wayne standards, client needs are met, and internal processes are followed. Other responsibilities include providing tech support and assisting others within Wayne as needed.

Duties & Responsibilities

• Manage work orders including creating scopes of work, scheduling technicians for service and installs, obtaining signed work orders and associated files (notes, invoices, pictures), maintain status on work orders throughout completion of job, and confirm that site and equipment is ready before technician arrival.
• Use and update external and internal ticketing systems for coordinating tech visits with franchises, provide updates on parts and notes from tech visits from open to billed, understand emergency protocols for each external system to get job done as quickly as possible.
• Provide tech support and troubleshooting to stores.
• Works with multiple departments for assistance where needed.
• Complete billing processing, including obtaining invoice from tech and inputting information into system.
• Maintain positive client relations, including participating in individual meetings with clients weekly, working with clients on issue resolution, and to ensure satisfaction.
• Maintain technician relations, including scheduling of jobs, follow up to ensure they have all necessary materials for jobs, coordinate shipping of tech stock equipment, and ensure timely invoicing for work completed.

Required Qualifications

• Possess team skills and experience as an effective group member.
• Proficient in oral and written communications skills.
• Plan and prioritize work schedules while dealing with day-to-day changes and interruptions.
• Ability to deal with factors not easily evaluated, interpret results, exercise exceptional judgment, and make responsible decisions.
• Ability to problem solve and think critically when faced with ambiguous situations.
• Experience using Microsoft Office and other computer applications.

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Cedar Falls, IA 50613: Relocate before starting work (Required)

Work Location: In person