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September 22, 2020  
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Apple Technician

Position Description

Job Description: Our Technicians are the backbone of our Premium Service culture. It is important that someone in this role balances managing Apple Service Metrics with maintaining a service queue that exceeds our customers expectations. They use their years of experience to develop next level talent within the store and ensure that we are not only repairing a device we are repairing a relationship with a customer.

Key Objectives:

Deliver Financial Results:

Deliver a culture around Customer Satisfaction that meets the company’s expectations
Deliver on Apple Service Metrics (PSP, CSAT, ACSE)
Control payroll expenses by meeting or exceeding Payroll as a Percentage of Gross Profit goals
Maintain an acceptable shrink % as outlined by the company by establishing a culture of operational excellence


Enhance the Customer Experience:

Deliver a culture where all store employees utilize the Apple Customer Experience program to provide a transformational experience
Ensure that training requirements around our products, services, and operations are compliant in order to provide the best possible customer experience
Ensure that all required service certifications are up to date as outlined by Apple


BASIC AND PREFERRED QUALIFICATIONS (EDUCATION and/or EXPERIENCE)

High school diploma or GED 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, 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
Strong Base Salary Plus Commission



Additional Information

Salary: $15/hr
Employment Type: Full-Time    
Position Location: Nashville, TN
Number of Positions: 3


Contact Information

Todd Ghys
todd.ghys@simplymac.com

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