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Electronics Service Tech II

Buena Park, CA 90620

Posted: 01/16/2024 Job Number: 21106868

Job Description

Our team is dedicated to fostering progress, expression, and connection through the transformative power of music and sound. As the world's largest musical instrument manufacturer, we are renowned for our innovative, finely crafted, and award-winning products that accompany individuals throughout their musical journey. Join us in creating positive customer experiences and driving innovation as we seek a passionate and experienced Service Technician II for pro-audio, commercial audio, and consumer AV.

**Purpose of Role:**
Provide comprehensive support and component-level repair for warranty, non-warranty, refurbish repairs, and pre-sales customizations.

**Key Accountabilities Include:**
- Enhance customer satisfaction and brand strength through positive customer experiences.
- Ensure timely and thorough in-house repairs to foster customer retention and brand loyalty.
- Contribute to the achievement of department metrics.

**Primary Responsibilities Include:**
- Perform in-house repairs for warranty and non-warranty cases, including troubleshooting to the component level.
- Contribute to internal and external training initiatives.
- Resolve customer inquiries, cases, and concerns.
- Report quality issues and pre-authorize field support for warranty reimbursement.
- Develop internal and external knowledge articles for self-service support.

**Core Functional Competencies:**
- Analytics Operations: Utilize data to understand business processes and inform goals.
- Brand Ambassador Non-Marketing: Serve as a representative of the brand.
- Customer/Dealer Problem Resolution: Gather information toward appropriate solutions.
- Department Technology and Systems: Understand and effectively use department technology and systems for efficient work.
- Product Knowledge Operations: Possess detailed knowledge of products and services.

**Core Behavioral Competencies:**
- Way (Will, Integrity, Initiative, Challenge, Commitment)
- Customer Focus
- Values Differences
- Action Oriented
- Communicates Effectively
- Self-awareness
- Being Resilient

**Here's What You'll Bring to the Table:**

**Ideal Qualifications:**
- Experience in the technical service field/repair.
- Proficiency in reading and following schematics and block diagrams.
- Proficiency in Microsoft Office Suite, Oracle, Salesforce, and Tableau.
- Ability to travel up to 5%, including nights and weekends.
- Intermediate soldering skills.

**Preferred Qualifications:**
- 2+ years of professional work experience in the technical service field/repair.
- Associate's degree (A.A.) or equivalent from a two-year college or technical school.

Up to $38.00 per hour. The posted compensation is the base pay and does not include bonus potential or the value of benefits. Final offers within the posted compensation range are based on qualifications, skills, and experience required for the role.

If this opportunity resonates with you, apply now!
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