Service Technician |
| Jul. 10, 2009 - Dec. 31, 2009 |
| Location: | Orem, UT |
| Salary Range: | $11 per hour plus bonuses |
| Exempt/Non-Exempt: | Non-Exempt |
| Benefits: | Medical, Dental, Vision, Flex, 401K |
| Employment Type: | Full Time |
| Department: | University Parkway, Orem |
| Description: | Job Description: Service Technician
A Simply Mac Service Technician is required to diligently execute the official Simply Mac Service Center duties described below. The position emphasizes skill-sets in the areas of customer support & relations, software and hardware troubleshooting and resolution, problem diagnosis, and hardware repair and replacement, within a service center environment. The Technician’s primary role will be to provide excellent service and support to our many customers. The Technician should have experience in computer troubleshooting and repair, and should be willing and able to absorb more information about, and develop skills pertaining to, diagnosing and repairing computers. The Service Technician constantly works on all Apple computers and products, including: Desktops, Notebooks, iPods, peripherals and accessories.
It is paramount that Technicians uphold the highest standards of the company at all times, and exemplify the company’s mission statement and core values. The Technician is the company’s follow-up contact with the customer, and as such must be proactive in informing customers of the progress of their computer repair while demonstrating excellent customer service skills and communication. The Tecnician must have multi-tasking skills, as they must be able to work concurrently on multiple computers.
Core Objective: A Simply Answers Service Technician will deliver thorough and timely computer service while fulfilling the Company Mission Statement and Core Values.
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| Duties: | Customer Service & Relations
• Follow Simply Mac’s mission statement
• Ensure all customers are assisted in a friendly, prompt, professional and ethical manner
• Ability to conduct troubleshooting, diagnostcs, and repairs in a manner that reflects our a world-class experience and customer service.
Training and Support:
• Provide Product troubleshooting, diagnosis, and repair on (but not limited to) the following products:
o Mac OSX
o iLife Suite
o iWork Suite
o Microsoft Office
o Windows Solutions on OSX
o Macbook
o Macbook Pro
o iBook
o Powerbook
o iMac
o Mac Pro
o Power Mac
o Mac Mini
o iPod
Accountability for Daily Operational Activities:
(Each Technician Rep will have accountability and ownership in the following areas)
• Follow Opening, Daily, and Closing Checklists (to uphold store appearance, cleanliness, and reputability standards)
• Conduct Service policies and procedures accurately
• Meet Customer Survey standards for communication, timeliness, and quality
• Maintain a clean and organized workspace environment
• Execute the branch routine
• Attend all required meetings
• Attend to and work toward Apple Service Technician Certification
• Be a positive support and help to sales staff team and management.
• Look for opportunities to better the store and the customer experience
o Assure the quality experience as per our Mission Statement of our customers
• Protect the company against fraudulent and harmful activities
• Fulfill the Operational focus – The “Three Fold Focus” as it fits into the company “Big Three”
• Other duties as assigned
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| Qualifications: | Required Skills, Abilities, and Knowledge:
• Apple & Mac Experience
• 35+ hours a week (full time)
• Customer Service/Relations Experience
• Serivice Experience Preferred
• Apple Certified (or an ability to become certified with minimal training) in:
o Apple Sales Training Online (ASTO) – Product Professional
o Apple Certified Macintosh Technicain (ACMT)
• High school diploma
• Minimum 1 year of computer service experience preferred
• Ability and willingness to learn new products and services in a timely manner
• Knowledgable and willing to learn current and future technology and solutions
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