Digital device repair technician

The digital device technician occupation is found in the digital, retail and public sectors. The broad purpose of the occupation is... To manage the process of repairs to digital devices and replace device parts from end to end. This includes but is not limited to: • r eceiving and booking in faulty devices • a ccurately diagnosing and identifying faults, carrying out full software and technical repairs to consumer digital devices and providing updates on the repairs process, ensuring the repaired device is dispatched safely to the customer. • m anaging and maintaining stock items. They will be responsible for accurately recording all work completed within internal systems such as customer relationship management systems or a customer database. • d ealing with customer enquiries and supporting customers face to face and through various digital communication channels including phone, Email, SMS or Live Chat. • d ealing with mobile device service centres, suppliers and handling warranty returns from service centres. • h igh focus on sustainability, conduct research and usage of green production techniques, processes, and the use of recycled materials. • s afe disposal of component parts or devices where beyond economical repair. • working in-line with organisational SLA’s and processes. • provide documentation and or notes for works completed before escalating the job. In their daily work, an employee in this occupation interacts with… • c ustomers • c olleagues • D evice Service Centres • D igital Devices Manufacturers • d igital devices parts suppliers. • l ogistics – products in and out • o utsourced agencies – example Capita Digital device repair technicians could work in a variety of environments such as mobile phone retail stores, repair shops, large scale repair centres or field based. They could work on one or more battery powered digital devices, such as mobile phones, headsets, tablets, laptops, and or drones. An employee in this occupation will be responsible for... Managing the device software and hardware repair process from end to end, ensuring devices are safely dispatched to their customers in good condition. This could include receiving and booking in faulty devices and then diagnosing faults for routine and non-routine service requests, repairs and tests. These duties are not always supervised, and the employee can work independently; guidance and advice will be given if dealing with a particularly challenging situation such as difficult repairs or unhappy customers. The digital device repair technician will typically report to a digital device repair supervisor or a line manager, depending on the size of the organisation and structure.