全职 Technician - Mobile & Laptop Repair (Johor Bahru) 工作, 薪水, Machines Johor 公司招聘中 - Ricebowl

Minimum SPM qualification with at least 2–3 years of relevant sales and/or service experience.

Diploma or Degree holders with at least 1 year of experience in a customer service or technical service environment.

Good command of English and Bahasa Malaysia, both written and verbal. Proficiency in Mandarin is an added advantage.

Strong technical knowledge and troubleshooting skills in iOS and Mac hardware, software, operating systems, and network connectivity.

Solid knowledge of Apple products, features, and service procedures.

Mac/iOS technical certification is an added advantage.

Strong customer service and communication skills with a customer-first mindset.

Able to work independently with minimal supervision while also contributing effectively as part of a team.

Positive attitude, professional appearance, people-oriented, resourceful, and adaptable to a challenging and fast-paced service environment.

Strong problem-solving, analytical, and troubleshooting skills with attention to detail.

Good work ethics with a strong sense of responsibility, accountability, and commitment to service quality.

Willing to work on shift schedules, public holidays, and rotational assignments as required.

Evaluate, diagnose, isolate, and resolve end-user hardware and software issues relating to iOS and Mac products.

Perform high-quality repairs and replacement of verified faulty components for iOS and Mac products in accordance with established service procedures.

Conduct post-repair testing and verification to ensure products are functioning properly and meet required quality standards.

Coordinate with Apple for hardware and software support, technical troubleshooting, product-related technical inquiries, and case escalation.

Provide timely and effective technical support to customers primarily via email and call.

Adhere to established service excellence processes, procedures, and service standards to achieve defined Key Performance Indicators (KPIs).

Conduct daily reviews of open cases to ensure prompt follow-up and timely responses to customer inquiries.

Perform daily repair closure activities for completed and closed cases in accordance with established procedures.

Conduct follow-up activities for pending customer cases and products ready for collection in accordance with established Standard Operating Procedures (SOPs).

Ensure all service and repair activities are completed within the required turnaround time and service standards.

Provide technical assistance and backup support across service outlets as required.

Support daily outlet operations in collaboration with the Service Admin and Service Store Leader.

Maintain positive customer relationships by addressing complaints, identifying appropriate solutions, and ensuring satisfactory customer outcomes.

Accurately document repair, service, diagnostic, and parts replacement activities in system logs, forms, and reports to ensure effective case management and proper documentation.

Escalate complex technical, operational, and customer-related issues to the appropriate parties for timely resolution.

Identify recurring technical or service issues and contribute to continuous improvement of service quality, operational efficiency, and customer experience.