Mobile Phone & Device Repair Technician

Stellar Global Ltd; Greater London; On-site; GBP 26,000 - 30,000; Full time

Benefits offered by this job

Discount at Samsung members site

21 days annual leave + bank holidays

37.5 hours contract, 5 days/week

Job summary

Stellar Global Ltd at Samsung KX, King's Cross, London, seeks a skilled Mobile Phone and Device Repair Technician. You will oversee the repair journey from front-of-house booking to complete Level 2 repairs, ensuring 100% functionality and real-time KPI tracking.

You will log claims, manage stock, assist with warranty status, and work closely with a dynamic team to deliver best-in-class repair experiences at the Samsung KX flagship space.

Qualifications

• Samsung phone repairs at Level 2.
• Experience repairing devices individually and in a team.
• Experience handling customer aftercare and alterations complaints.

Responsibilities

• Manage the repair journey from booking in the device to completion.
• Diagnose faults and perform Level 2 repairs with 100% functionality.
• Log claims and take payments where warranty has expired.
• Coordinate stock and parts orders and inventory management.
• Collaborate with team and other departments to meet KPIs.

Skills

Samsung phone repairs (Level 2)

Inventory management

Team collaboration

Job description

Stellar Global is looking for a skilled Mobile Phone and Device Repair Technician to join our team at Samsung KX, King's Cross, London!

Samsung KX was launched, in collaboration with Stellar Global, in 2019. Based in Kings Cross, London, Samsung KX is their impressive flagship European brand experience space and Stellar is responsible for managing and developing its exceptional people. Designed to give guests the ultimate immersive brand experience, Samsung KX is a place where people are invited to discover, interact with and learn new skills in a dynamic environment through a range of workshops, events and performances together with local community partners.

Overall purpose of the role:

As a Support Technician you will be involved in the entire repair journey; from the moment the front of house specialist books in a device by responsibly managing stock and part orders, correctly diagnosing faults, conducting Level 2 repairs with 100% functionality, ensuring real time service tracking against KPI, performing in/out quality controls and completing out of box checks. Your role will have a strong focus on repair technology, and you will be responsible for the second part of the customer’s repair journey. Whilst working in collaboration with an enthusiastic team you will develop your skills in troubleshooting, level 1 and level 2 repairs, back of house admin, stock management and customer communication.

By working effectively with your team and managing the repair journey you will contribute to the team's repair KPIs. You will furthermore be responsible for determining the warranty status of devices and provide insurance possibilities for out of warranty repairs. You will need to log claims in our own systems and take payments where warranty has expired. You will carry the responsibility for ensuring repairs always happen to the highest standards and that the stock is sufficient to enable yourself and the team to do so.

Stellar Global is a progressive, inclusive retail experience agency that believes in the power of people. By investing heavily in its staff, Stellar is able to deliver a best-in-class service for physical, virtual or hybrid retail experiences. By providing bespoke, immersive training programs and opportunities to flourish and progress, Stellar Global is committed to creating a culture of community and support while cultivating outstanding retail experience specialists.

Stellar is an an Equal Opportunities Employer.

We value diversity and inclusion, and all applications are considered equally.

What we are looking for:

• Experienced in dealing with different working environments i.e. fast paste / quick turn over repairs
• Experienced in dealing with Samsung phone repairs at level 2
• Experience working on repairs individually but also within a team
• Some experience with customer complaints on aftercare and alterations
• Liaising with different departments to meet specific customer needs
• Inventory management / Stock
• Working towards specific deadlines & KPI targets

What we offer:

• 37.5 hours contract, 5 days per week, Mon-Sun
• Discount at Samsung members only website
• 21 days annual leave + Bank Holidays (and 1 extra day following the completion of 1 year of service)