Resident Engineer - Mac Support

Why Ample:

We value our team members, and you can look forward to

• Humane work environment with strong focus on people well - being
• Work Culture that is growth oriented and fun
• Continuous learning - on the job as well as through programs, and mentoring
• Compensation in line with the best in the industry

Ample is a 29 year old organisation. What does it mean for you?

• We are a stable organisation with over 29 years of experience in SI / IT - in an

environment where companies rarely cross 10 yrs, We have built trusting

relationships - with team members, customers and partners, several of them for

over a decade, and many over two decades.

• We have navigated diverse challenges, disruptions and have navigated them all,

and emerged triumphant.

The foundation for future growth is on the following foundations

• Globally revered brands in partnerships with Ample - in the enterprise and retail

industry.

• You would be representing a brand that the market has revered and valued over

two decades

• We aspire to grow at a trailblazing pace over the next 5 years, and reach USD 1

Billion . This will need leaders who can take the mantle of responsibility towards

this opportunity.

• Our current enterprise base of 1500 customers is spread across the country and

will become the core of our growth engine

We live our vision and values

• Our customers and team members experience this every day, making it a place

to be for anyone engaging with us

• We have an open culture where people are expected to focus on what-is-right

instead of who-is-right. Feedback, suggestions and comments are

encouraged, and acted upon. Anyone can speak to anyone in the organisation.

Key Responsibilities:

1. Repairs Management:

• Ensure all repairs are completed within the stipulated 4-day Turnaround Time

(TAT).• Maintain high accuracy in repairs, with zero deviations and no debits on tools.

• Exclude consumables from damages on maintained tools.

Apple Care Service Excellence:

• Uphold a score of 95+ in Apple Care Service Excellence Metrics.
• Stay current with all relevant information, including Apple Service News, Apple

Service Guide, and Apple Articles.

Customer Satisfaction (CSAT):

• Gather and analyze feedback from both Apple and Ample clients to enhance

service quality.

• Strive for excellence in customer service, aiming for high CSAT scores.

Additional Responsibilities and Project Support:

• Provide support for new projects applicable to all Residential Engineers / Onsite

Engineers

• Assist with on-site calls and address issues promptly and effectively.

Timely Escalation and Responsiveness:

• Promptly escalate issues to users/IT team of clients and Ample.
• Respond to external and internal emails and messages in a timely manner.

CRM 3 SOP Management:

• Accurately document repair notes, diagnoses, CompTIA details, repair images,

and updates in the analysis.

• Handle L1 declined cases efficiently and in a timely manner with proper

documentation.

Compliance and Quality Assurance:

• Adhere to ESD precautions and maintain impeccable workbench neatness.
• Achieve zero deviations on audits performed at client locations by the Team

Lead.

• Ensure 100% process adherence, including certification, periodic skill technical

evaluation, and KBB validation notification.

Team Collaboration and Professionalism:

• Maintain punctuality and exhibit professional behavior within the team and with

clients.

• Foster positive interactions with customers and stakeholders.
• Adhere to grooming standards to present a polished and professional image.

Engineer Certifications & Learning Skill Development:

• Pursue relevant certifications to enhance technical expertise and stay updated

with industry standards.

• Engage in continuous learning and skill development to adapt to evolvingtechnologies and methodologies.

Zero Escalation Assurance:

• Ensure there are zero escalations from clients, demonstrating competence in

issue resolution.

Grooming and Punctuality:

• Maintain a professional appearance and adhere to grooming standards.
• Demonstrate punctuality in attendance and meetings.

Desired Profile:

• In-depth understanding of service processes
• Knowledge of computer hardware and software is a plus
• Familiarity with consumer behavior principles
• Excellent communication skills with the ability to build trusting relationships
• Proven ability to perform well in fast-paced environments
• Flexibility to work various shifts and locations
• Strong technical proficiency
• Capable of handling customer queries with a focus on customer satisfaction
• Self-motivated and goal-oriented