Apple Service Technician

3 months ago

Dublin, Ireland Select Tech Group Full time

Ballymount, DUBLIN 12


What benefits do you get from working with us?


  • Passion and drive to succeed and meet required standards and targets. 
  • Commission on Sales
  • Fantastic Employee discounts
  • Cycle to Work Scheme
  • Employee Incentives and Discount Schemes
  • Employee Assistance Programme (EAP)
  • Extensive Training and Development Programme
  • Recognition of Long Service


Select (part of the Select Technology Group) is the leading Apple Premium Reseller in the UK and Ireland with 22 stores across England, Ireland, Scotland and Wales. Select is renowned for providing outstanding customer service.


Based in our Dublin HQ in Ballymount, we are looking for a Service Technician to join our experienced Service Team.


Position Requirements

The position has two main objectives.

       The primary objective is to offer a high level of service and support to our business and education clients,

ensuring KPI and SLA targets are met.

       The secondary objective is to help support the Service Manager in the organisation and implementation of all

service-related aspects of the location including training, scheduling and resource management.


Job Summary

As an Apple Service Technician you will be responsible for establishing a consistent, efficient, and high performing operation while maintaining the high standards and high repair volume required within an Apple Premium Reseller.


You will provide our clients with the best impression of our business, attaining where possible the required metrics set out by Apple.

You will undertake all aspects of service-related duties including repair ingestion, device grading, physical repair of devices, inventory management, customer relations and control over Apple metric scores.


Responsibilities and Duties (These include but are not limited to):


       Ingestion of service items to location

       Updating clients on the progress of their repair via phone, email, and tickets

       Managing Customer expectations

       Using service XML and Service Portal

       Promoting Select services

       Troubleshooting Hardware and Software including full diagnosis

       Grading devices and preforming data erasure where applicable

       Using relevant Apple Technologies to input data 

       Ordering replacement parts, accessories and devices via GSX and/or Service portal

       Fitting Apple parts & performing quality checks and inspections on devices.

       Generating quotes and invoices for clients

      Monitoring of debit memos and invoices from Apple

       Obtain and apply client purchase orders

       Keeping up to date with Apple and Select training programmes

       Committing to each individual repair and doing very best as an Apple Certified Technician 

       Meeting KPI and SLAs

      Responsibility for achieving Apple and company metrics. 

       Managing and monitoring FreshDesk ticketing system

       Precise management of client managed assets

       Manage collection and delivery of client devices while maintaining strict GDPR protocols

       Develop and maintain good relationships with clients

      Overseeing the day-to-day service and support activities, including ad-hoc duties


Skills & Competencies Required

       Excellent customer service skills  

       Ability to maintain effective communication and working relationships with all touch points

       Ability and willingness to develop, plan and implement improved service strategies

       Strong organisational skills with a core focus on attention to detail

       Patience and an ability to work under pressure and time restraints

       A keen interest in technology and a desire to keep up to date with the latest products


Preferred Additional Skills

       Knowledge of 'Consumer Protection Act 2007'

       Understanding of "Service" and hold current ACiT/ACMT/ACSP certifications


IND1

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