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SUMMARY
Working with direct supervision, the Simply Mac Technician role shall 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 retail environment. The associate in this role will provide excellent service and support to our many customers and should be willing and able to absorb more information about, and develop skills pertaining to, diagnosing and repairing computers. The primary business outcome of this role is to deliver thorough and timely troubleshooting, diagnostics and repair for Apple computers and products while fulfilling the Company Mission Statement and Shared Values.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES
Ensure all customers are assisted in a friendly, prompt, professional and ethical manner
Provide proactive and timely communication to service customers alerting them to the status of their repair.
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, MacbookPro, MacbookAir, iBook, Powerbook, iMac, Mac Pro, Power Mac, Mac Mini, iPod, iPad, iPhone
Execute the store routine with enthusiasm.
Follow Service opening and closing procedures to uphold store appearance, cleanliness, and organizational standards
Maintain a clean and organized workspace environment
Attend all required meetings
Assure the quality experience as per our Mission Statement of our customers
Understand and uphold all policies and procedures
Protect the company against fraudulent and harmful activities
Other duties as assigned
Manage relationships in a manner acceptable to others and to the organization; adhere consistently with all organizational policies related to our respectful workplace
Demonstrate a consistent commitment to field-focused service by prioritizing field-based requests, responding quickly and favorably to field-based feedback, by minimizing tasks, and proactively seeking ways to help store teams focus on customer service as productively as possible
Work collaboratively with others within and outside of his or her function to achieve goals, simply processes, reduce costs, prevent loss, and to ensure that work is completed safely, accurately, and on time
Responsible for adhering consistently with all employment policies as stated in the employee handbook provided or as provided by his or her supervisor
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 Macs 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, Apple Certified Macintosh Technician (ACMT), 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
