get style.

iOS Technician

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*

Individual Results:

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)

Store Results:

Ensure that we are meeting Premium Service Provider metrics as required by Apple for our

service business.

Employee Experience:

Encourage a culture around open and honest feedback amongst the team

RELATED COMPETENCIES

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

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