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Service Technician

1 month ago


Los Angeles, United States MelroseINC Full time
Job Description: MelroseMAC Service Technician L1 & L2

Position Title: Service Technician L1/L2

Location: MelroseMAC Hollywood

Reports To: Senior Manager, Retail Experience

Job Type: Full-time

Salary Range: $20 - $25 per hour, depending on experience


Job Overview

The MelroseMAC Service Technician is responsible for diagnosing and repairing Apple products, including macOS and iOS devices. This role requires a versatile individual who can adapt to various tasks and provide coverage for additional retail roles as needed. The Service Technician will ensure high-quality service, maintain effective communication with Apple, and assist with other store duties.

Key Responsibilities

·       Technical Repairs and Diagnostics:

  • Diagnose and provide cost estimates for repairs on macOS and iOS devices.
  • Perform hardware and software repairs, including OS installations, data backups, and data transfers.
  • Document repair details clearly and thoroughly to ensure customers understand the repair process.

·       Communication and Coordination:

  • Communicate with Apple via GSX (Global Service Exchange) to facilitate timely and efficient repairs.
  • Package mail-outs to Apple Depot with proper labeling and documentation.
  • Receive and verify parts and devices returned from Apple Depot.
  • Confirm accurate pricing for repair parts and labor using PIMS and GSX.
  • Coordinate with the Approvals Admin and occasionally communicate with customers regarding repair status.

·       Certification and Training:

  • Maintain current certifications and training through the ATLAS and Apple SEEDS programs.
  • Use of software for managing repairs and sales.

·       Workstation Management:

  • Maintain an organized and clean workstation.
  • Follow all safety protocols to ensure a safe working environment.
Additional Responsibilities

·       Retail Coverage:

  • Assist on the sales floor by checking in clients for service and addressing sales inquiries.
  • Utilize product knowledge to support client sales and transactions.

·       Warehouse and Inventory Duties:

  • Assist with warehouse tasks and inventory counts.
  • Organize and manage consignment parts for service.
Qualifications

·       Experience:

  • 1+ year of experience in technical support or repair services, preferably with Apple products.
  • Experience using diagnostic tools and software for macOS and iOS devices.

·       Education:

  • High school diploma or equivalent required.
  • Associate’s degree in Information Technology, Computer Science, or a related field preferred.

·       Certifications:

  • Apple Certified Macintosh Technician (ACMT) and Apple Certified iOS Technician (ACiT) preferred.
  • Must be willing to obtain and maintain certifications through ATLAS and Apple SEEDS programs.

·       Skills:

  • Strong troubleshooting and problem-solving skills.
  • Excellent communication skills for interacting with customers and coordinating with Apple.
  • Proficiency in using and understanding Apple’s service protocols.
  • Ability to work in a fast-paced environment and manage multiple tasks.

·       Other Requirements:

  • Flexibility to cover additional retail roles during absences, lunches, and high demand periods.
  • Ability to lift and carry equipment up to 50 lbs.
  • Availability, 3-4 times a year, including after hours and weekends, for company events and inventory counts.
Benefits
  • Competitive salary and performance-based incentives.
  • Comprehensive health, dental, and vision insurance.
  • Paid time off and holidays.
  • 401(k) retirement plan with company match.
  • Ongoing training and professional development opportunities.


MelroseMAC is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.