US-Technical Expert

Apple•Newark, DE

About The Position

As a Technical Expert in Apple Retail, you use extensive functional troubleshooting skills and inspire excitement for Apple products and services. You perform repairs on iPhone and other Apple products as required, and educate customers about repair options, products, and services. You exemplify a skilled technician and share knowledge across the team. You maintain deep knowledge of Apple products, services, and Genius Bar repair processes and procedures to support efficient, high-quality repairs. You support customers experiencing product or software issues with care and empathy, using Apple-provided tools and resources. You troubleshoot, diagnose, repair, and resolve service concerns for select Apple hardware and software. You help customers identify ownership opportunities and make informed choices through relevant product and service recommendations. You also work with team leaders to identify recurring repair problems and other service concerns, ensuring feedback is provided to Apple. The role includes supporting customer-facing activities on or off the sales floor as needed and contributing to an inclusive environment that reflects Apple’s values of inclusion and diversity.

Requirements

Be available to work a schedule based on business needs that may include nights, weekends, and public holidays, and reliably attend work as scheduled, subject to local laws and approved accommodations.
Experience in retail or sales, or related work experience.
Visual inspection and fine motor skills to safely perform hardware repairs.
Experience troubleshooting hardware and software issues in a customer service environment.
Ability to demonstrate technical expertise in Apple products and services, including device repair.
Ability to analyze problems and follow troubleshooting steps to identify the root cause of a technical issue.
Ability to solve customer concerns with care, learning, and clear explanations of technical problems and solutions.
Effective communication skills and ability to tailor communication style to different audiences.
Ability to work in a fast-paced environment, sometimes under tight deadlines and pressure, while supporting multiple customers.
Ability to work well in a team environment and demonstrate shared responsibility and accountability.

Responsibilities

Stay up to date on Apple products, services, and Genius Bar repair processes and procedures.
Support customers with Apple product or software issues with care and empathy, using tools and resources provided by Apple.
Troubleshoot, diagnose, repair, and resolve service concerns for select Apple hardware and software.
Perform repairs on iPhone and other Apple products as required.
Educate customers about repair options, Apple products, and services.
Understand customer needs, identify ownership opportunities, present product and service recommendations, and explain relevant ways to buy.
Work with team leaders to identify recurring repair problems and service concerns, and ensure feedback is provided to Apple.
Use knowledge of hardware and software components to identify possible sources of technical issues and educate other team members.
Support customer-facing activities on or off the sales floor as needed.
Share knowledge, experiences, and insights with the broader team.
Contribute to an inclusive environment, respect differences, and demonstrate Apple’s values of inclusion and diversity.