Service Technician

Description

Position Summary: Provide technical support and customer service in stores, managing mobile devices, inventory, and promoting value-added services. Key Highlights: 1. Technical support and customer service for mobile devices. 2. Inventory management and back-office processes. 3. Promotion of additional products and services. **Header \- External** ------------------------- Entity: Yucatán Location Type: Merida Tda Offices **Position Objective** --------------------------- 1. Provide support to customers visiting stores, addressing issues related to functionality and quality of their mobile devices and accessories; apply warranty and out-of-warranty service programs. 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, while applying all defined back-office processes, filing, and registration in designated systems to ensure complete handling of in-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 sales, mobile device configuration, data transfer between mobile devices, fault diagnostics (applicable to out-of-warranty equipment), accessory sales, and AT&T equipment insurance. **Primary Responsibilities** --------------------------------- Handle all cases of failure or functional issues with mobile devices and/or accessories presented by customers in AT&T stores, adhering to the first-contact resolution principle and applying diagnostic criteria to determine whether each case qualifies as in-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 care. 15% Manage total store inventory to ensure correct 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 lacking the required educational background, 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 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 sex, gender, sexual orientation, gender identity or expression, age, disability, social condition, physical appearance, ethnic origin, skin color, culture, pregnancy, or any other reason. Additionally, we foster equity of conditions through reasonable workplace accommodations.