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Mac Technician in Nashville, TN at Tech Brands

Date Posted: 2/22/2019

Job Snapshot

Job Description

Job Description: Our technicians not only know how to repair everything Apple, they also know

how to repair relationships with customers through empathy and compassion. They are technical

minded, people persons with a the ability to shift gears quickly. Technicians ensure we are

exceeding Apple Service Metrics which help us deliver an unparalleled customer experience.

Key Objectives:

Individual Results:

• Meets or exceeds individual goals around Gross Profit by meeting Accessory Unit goals, HERO

unit goals, and Service Support goals.

• Adhere to the service programs as outlined by the company to ensure that your store meets

both PSS and CSAT requirements to reach PSP.

• Delivers a NPS Score that demonstrates you embrace our culture around “Taking Care of the

Customer or Someone Else Will”

• Deliver a CSAT Score that demonstrates you embrace a culture of being a Premium Service


• Maintain all required certifications as outlined for your position (including ACSP, MIB, ACMT)

Store Results:

• Ensure that we are meeting Premium Service Provider metrics as required by Apple for our

service business.

Employee Experience:

• Encourage a culture around open and honest feedback amongst the team

Core Competencies:

• Action Oriented

• Dealing with Ambiguity

• Approachability

• Composure

• Compassion

• Conflict Management

• Customer Focus

• Timely Decision Making

• Decision Quality

• Informing

• Integrity and Trust

• Interpersonal Savvy

• Learning on the Fly

• Listening

• Patience

• Perseverance

• Personal Learning

• Priority Setting

• Process Management

• Drive for Results

• Self-Development

• Technical Learning

• Time Management



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