Our iOS technicians not only know how to repair everything Apple iOS, they also know how to repair relationships with customers through empathy and compassion. They are technical minded people with the ability to shift gears quickly. iOS Technicians ensure we are exceeding Apple Service Metrics which help us deliver an unparalleled customer experience.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:
Meets or exceeds individual goals around Gross Profit by meeting Accessory Unit goals, HERO unit goals, and Service Support goals.
Adhere to the service programs as outlined by the company to ensure that your store meets both PSS and CSAT requirements to reach PSP.
Delivers a NPS Score that demonstrates you embrace our culture around “Taking Care of the Customer or Someone Else Will”
Deliver a CSAT Score that demonstrates you embrace a culture of being a Premium Service Provider.
Ensure all customers are assisted in a friendly, prompt, professional and ethical manner
Conduct troubleshooting, diagnostics, and repairs in a manner that reflects our world-class experience and customer service
Provide product troubleshooting, diagnosis, and repair on (but not limited to) the following products: Mac OS X, iLife Suite, iWork Suite, Microsoft Office, Windows Solutions on OS X, Macbook, Macbook Pro, Macbook Air, iBook, Powerbook, iMac, Mac Pro, Power Mac, Mac Mini, iPod, iPad, iPhone
Answer phone and take care of CS issues as needed
Manage parts receipt, tracking and distribution process. This includes staying alert to Loss Prevention issues and using checks and balances based on processes and reports
Help perform weekly service inventory counts as needed
Perform customer check-outs as needed
Execute the store routine with enthusiasm
Maintain all required certifications as outlined for your position (including ACSP, MIB, ACMT)
Ensure that we are meeting Premium Service Provider metrics as required by Apple for our service business.
Encourage a culture around open and honest feedback amongst the team
Technical & Professional Knowledge/Skills - Having achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeping up with current developments and trends in areas of expertise
Work Standards - Setting high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed
Continuous Improvement – Originates action to improve existing conditions and processes; uses appropriate methods to identify opportunities, implement solutions, and measure impact
BASIC AND PREFERRED QUALIFICATIONS (EDUCATION and/or EXPERIENCE):
High school diploma or GED required; 1 or more years of accredited college study preferred
At least one year of successful organizational experience required
MINIMUM QUALIFICATIONS, JOB SKILLS, ABILITIES:
Proficient ability to communicate effectively with others using written and spoken English including the ability to provide clear, constructive feedback to team members
Working ability to work cooperatively and collaboratively with others; conducts working relationships in a manner acceptable to others and to the organization
Working ability to work under demanding time constraints and production goals
Possess working analytical, problem solving and decision-making skills
Proficient customer service skills
Working knowledge of Mac-based/Windows-based business computers and Microsoft Office programs; specifically, Access, Excel, Outlook, PowerPoint, Project and Word
Working ability to model consistently Simply Mac’s commitment to a respectful, diverse, inclusive, and collaborative work environment
Consistently demonstrates a commitment to Simply Mac policies and procedures, including but not limited to, attendance, confidentiality, conflict of interest, and ethical responsibilities
Ability to lift and/or move boxes, totes, and other objects weighing up to 50 lbs., horizontally, and from ground level to a minimum height of 4 feet
Certified or the ability to become certified with minimal training in: Apple Sales Training Online (ASTO) – Product Professional, iOS Certification, Mac Integration Basics (MIB)
Working ability and willingness to learn new products and services in a timely manner
Knowledgeable and willing to learn current and future technology and solutions