Service Technician

Description

Job Summary: Provide support to customers with mobile devices and accessories, manage inventory, handle shipments to service centers, and promote the company's products and services. Key Highlights: 1. Technical support and in-store customer service. 2. Inventory management and technical service processes. 3. Opportunity to promote and sell products and services. **Header \- External** ------------------------- Entity: Veracruz Location Type: Coatzacoalcos Retail 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 inventory of mobile devices, accessories, and SIM cards 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, while applying all back-office processes, filing, and registration in designated systems to ensure complete handling of in-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 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 mobile device and/or accessory failures or functionality issues presented by customers at AT&T stores, adhering to the principle of first-contact resolution and applying diagnostic criteria to determine whether the issue falls within or outside warranty coverage. 25% Apply replacement processes according to the diagnosis results for mobile devices and/or accessories. Ensure continuity of validations and service levels to guarantee appropriate customer support. 15% Manage total store inventory to ensure proper usage, maintain optimal stock levels per model, and generate replenishment requests as needed. 35% Promote value-added services within the service technician’s scope during every customer interaction. 15% Perform all administrative and back-office tasks associated with replacement and technical service processes. 10% **Education (Minimum and Preferred)** -------------------------------- Minimum: Incomplete Bachelor’s Degree Preferred: Bachelor’s Degree or Engineering degree in Systems or related field. If selected as a candidate but not meeting the required educational level, you must sign a commitment letter to begin and/or complete the required education 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, socioeconomic status, physical appearance, ethnic origin, skin color, culture, pregnancy, or any other reason. Furthermore, we foster equity by implementing reasonable accommodations within the workplace.