Tech Support Lead / Lead Mac Genius

(posted in Sept. 2005 for the Bluewater, UK store )

Does working behind the Genius Bar make you tingle more than those three seconds right after a sneeze? Does dispensing advice to your fellow Genii even feel like work? Do you have Mac certifications and at least 6 months of Apple Retail Experience, and can’t imagine a more rewarding place to utilize those skills than leading the Mac Genius Team? If so, you might have what it takes to become the Lead Mac Genius.

As an Apple Lead Mac Genius, you'll have the opportunity to supervise the day-to-day operations of Apple’s service business. You will share your wealth of knowledge to supervise the Mac Genius team in providing complete and appropriate solutions for every customer.

Some stores have lead technicians who sit in a back room and oversee repairs. Our Lead Mac Genius is out on the floor helping customers as well as fellow Mac Genii. An Apple Lead Mac Genius is the Guru of all Gurus. Is this you?

Key Features:

  • Supervises the day-to-day operations of Apple’s service business under the direction and supervision of a Manager.
  • Supervises the Mac Genius team in providing complete and appropriate solutions for every customer.

Job Description:

  • Contact and brief management of the day-to-day activities in the service area, and provide up to date information to the Genius team and management team regarding issues effecting the service business and store.
  • Ensure compliance with daily break and meal period requirements for the MG team.
  • Act as a point of contact for customer service escalations and work with management to ensure all are addressed in a timely manner.
  • Provide front line support for escalated technical issues, repair/service matters including Peoplesoft, SAP, Depot, engineering, parts, etc.
  • May be responsible for training and helping new MG’s as a mentor.
  • Help identify training opportunities for the Genius team.
  • Work with management to identify trends in the service business.
  • Help develop strategies for improving customer satisfactions in TAT, First-Time-Fix, and at the Genius Bar.
  • Maintain and exceed the company’s goal for service part variances.
  • Work with ICS to resolve all service part variances.
  • Maintain appropriate levels of supplies for AppleCare including PeopleSoft Receipt Paper, office supplies and tools needed to perform repairs.
  • Lead monthly Round Table discussions.
  • Evaluate MG performance.
  • Assist with MG candidate tech screens when requested by recruiting.
  • Provide new store opening assistance.
  • Ensure MG compliance with all AppleCare procedures.