Service Engineer - Apple

Job Summary & Purpose:

Responsible for repairs of iPhones, MacBooks, iMacs, Apple Watches, and other Apple accessories, ensuring all repairs meet the required quality standards, daily productivity targets, and brand KPIs while delivering a positive customer experience that supports the service center’s NPS.

Key Performance Areas (KPAs) & Principal Accountabilities

• Repair & Service Delivery

Diagnose and repair in-warranty and out-of-warranty laptops (MacBook, iMac) as well as iPhones, Apple Watches, and other Apple accessories.

Ensure repairs are completed accurately and to the required quality standards.

• Productivity

Achieve the daily productivity targets set for the service center.

• Brand Compliance & KPIs

Deliver service in line with Apple’s KPI requirements and service standards.

Update brand systems daily to ensure accurate and timely records.

• Customer Handling

Attend to walk-in customers at the service center and resolve their technical queries.

• Customer Satisfaction (NPS)

Maintain the service center’s NPS through high-quality workmanship and positive customer interaction.

Qualitative Requirements

Experience(Yrs& Field) : 3-4 years’ experience managing repairs of all Apple products

Educational Qualification

Diploma/ ITI in Electronics

Professional Certifications

ACIT and ACMT certifications from Apple

Skills & Abilities

• Interpersonal skills: Actively listens and speaks effectively and respectfully to others.
• Customer focus: Keeps the customer all the time while making decisions.
• Desire to learn: Seeks to acquire new knowledge to improve and develop
• Detail orientation: Completes tasks accurately with eye towards quality, process and procedures.
• Reliability: Completes tasks and achieves results with minimum oversight