Service Technician

Description

Position Summary: Provide technical and quality support to mobile device customers, manage inventory, and promote services. Key Highlights: 1. Mobile device technical support and quality assurance 2. Inventory management and interaction recordkeeping 3. Promotion of technological products and services **Header \- External** ------------------------- Entity: Yucatán Location Type: Merida Tda Offices **Position Objective** --------------------------- 1. Provide support to customers visiting AT&T 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. Manage and control the inventory of mobile devices, accessories, and SIM cards assigned to the store where employed; register 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 ensure comprehensive handling of warranty and out-of-warranty customer events. 4. Perform assigned revenue-generating activities; the service technician may promote and/or sell company-required Products and Services, including SIM card sales, mobile device configuration, data transfer between mobile devices, fault diagnostics (applicable to out-of-warranty devices), accessory sales, and AT&T equipment insurance.**Primary Responsibilities** --------------------------------- Handle all cases of mobile device and/or accessory failures or functional issues presented by customers at AT&T stores, under the principle of first-contact resolution and applying diagnostic criteria to determine whether the case should be treated as warranty or out-of-warranty. 25% Apply replacement processes according to the diagnostic results obtained for mobile devices and/or accessories. Continue validations and service-level adherence to ensure appropriate customer care. 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 associated with replacement and technical service processes. 10%**Education (Minimum and Desired)** -------------------------------- Minimum: Incomplete Bachelor’s Degree Desired: 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 degree level, and additionally participate in the “Reto Termina tus Estudios” program.**Experience (Minimum and Desired)** ---------------------------------- Minimum: 2 years in the field Desired: 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 sex, gender, sexual orientation, gender identity or expression, age, disability, socioeconomic status, physical appearance, ethnic origin, skin color, culture, pregnancy, or any other reason. Furthermore, we foster equity of conditions through the implementation of reasonable accommodations within the workplace.