Service Technician

Description

Job Summary: Provide technical support and customer service for mobile devices, manage inventory, promote sales, and perform administrative tasks in-store. Key Highlights: 1. Technical support and quality assurance for mobile devices 2. Inventory management and customer service 3. Product and service promotion **Header \- External** ------------------------- Entity: Location Type: Torreon G **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 both 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; record all interactions in company systems to keep customer information updated regarding service or support events performed on 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 back-office processes, filing, and registration in designated systems to ensure complete handling of warranty and out-of-warranty customer service events. 4. Perform assigned revenue-generating activities; the service technician may promote and/or sell products and services required by the company—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 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 service. 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 Computer Science or related field If selected as a candidate but lacking the required educational 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 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, socioeconomic status, physical appearance, ethnic origin, skin color, culture, pregnancy, or any other reason. Additionally, we foster equity through reasonable workplace accommodations.