Service Technician

Description

Job Summary: Provide technical support and manage mobile device inventory while promoting value-added services to ensure in-store customer satisfaction. Key Highlights: 1. Technical support and mobile device quality 2. Inventory administration and control 3. Product/service promotion and sales **Header \- External** ------------------------- Entity: Location Type: Torreon G **Position Objective** --------------------------- 1. Provide support to customers visiting stores, addressing issues related to functionality and quality of their mobile devices and accessories; implement service programs for warranty and out-of-warranty cases. 2. Administer and control the inventory of mobile devices, accessories, and SIMs assigned to the store where employed; record interactions in company systems to keep customer information updated regarding service or support events provided for their mobile devices. 3. Ship and receive customers' mobile devices and accessories to/from Authorized Service Centers (ASCs), including storage and control, applying all back-office processes, filing, and registration in designated systems to fully manage warranty and out-of-warranty customer events. 4. Perform assigned revenue-generating activities; the service technician may promote and/or sell products and services required by the company, including SIM sales, mobile device configuration, data transfer between mobile devices, fault diagnostics (applicable to out-of-warranty equipment), accessory sales, and AT&T equipment insurance. **Main Responsibilities** --------------------------------- Handle all cases of mobile device and/or accessory failures or functional issues presented by customers at AT&T stores, under the premise of first-contact resolution and applying diagnostic criteria to determine whether each case qualifies as warranty or out-of-warranty. 25% Apply replacement processes according to the diagnostic results for mobile devices and/or accessories. Continue validations and service-level adherence to ensure appropriate customer support. 15% Manage total store inventory to ensure proper usage, maintain optimal stock levels per model, and generate replenishment requests when necessary. 35% Promote value-added services within the service technician’s scope during every customer interaction. 15% Perform all administrative and back-office activities involved in replacement and technical service processes. 10% **Education (Minimum and Preferred)** -------------------------------- Minimum: Incomplete Bachelor's degree Preferred: Engineering or Bachelor's degree in Systems or related field If selected as a candidate but not meeting the required education level, you must sign a commitment letter to begin and/or complete the required educational level, and additionally participate in the “Reto Termina tus Estudios” program. **Experience (Minimum and Preferred)** ---------------------------------- Minimum: 2 years in the field Preferred: 3 years in the field **Licenses/Certifications Required** ---------------------------------------- **Languages (Speaking, Writing, Reading)** --------------------------------- English 50% **Required Computer Software Proficiency** ---------------------------------- PC proficiency, Microsoft Office (Intermediate Excel), Windows software suite **Footer \- External** ---------------------------- At AT\&T Mexico, we know inclusion strengthens our teams; therefore, we promote equal opportunity without discrimination based on gender, sex, sexual orientation, gender identity or expression, age, disability, social status, physical appearance, ethnic origin, skin color, culture, pregnancy, or any other reason. Additionally, we foster equity of conditions by implementing reasonable accommodations within the workplace.