Summary

The Lead Technician’s primary focus is to recruit, train, and manage a team of up to 25 mobile device technicians within a retail environment. This includes developing their technical skills, ensuring high-quality, fast repair services, and supporting the retail team with exceptional customer service.

Central to the role is implementing and modeling the Fone King Sales Process, ensuring every customer interaction is tailored and solution-focused. Additionally, the Lead Technician is responsible for all repairs at Fone King, ensuring quality, speed, and customer satisfaction.

This role also encompasses managing stock control and loss prevention across the network, continuously improving processes to minimize discrepancies. The role embodies the Fone King mission statement: “Work hard, but not at the expense of having fun, and have fun, but not at the expense of working hard.”

By fostering a positive workplace culture that balances hard work with enjoyment, the Lead Technician will create an environment where technicians thrive, customers feel valued, and the company continues to grow.

Role Responsibilities

Technical Expertise and Leadership

Act as the top escalation point for warranty repairs, board-level/liquid damage jobs, and other highly technical tasks.

Possess extensive working experience in Level 3 & 4 board-level repairs, liquid damage repairs, and data recovery for all mobile devices.

Exhibit a "we can fix everything" attitude, ensuring a culture of problem-solving and continuous learning within the team.

Parts Management

Work closely with the Parts Manager to maintain high standards for parts quality across the network.

Provide crucial guidance on ordering non-standard parts necessary for specialized or complex repairs.

Team Leadership

Recruit, onboard, and train technicians to meet service and customer engagement standards.

Lead by example, integrating the FK Sales Process into daily operations to enhance customer satisfaction.

Coach technicians on delivering tailored solutions, maximizing repair quality and customer outcomes.

Promote Fone King’s mission of balancing hard work with a fun, positive work environment.

Training & Technician Academy

Spearhead the Fone King Technician Academy, incorporating the FK Sales Process into training modules.

Facilitate regular sessions on customer interaction, sales techniques, and problem-solving through the FK Sales Process.

Schedule quarterly training days to advance both technical and customer service skills within the team.

Repair Excellence

Oversee all repair activities, ensuring they meet Fone King’s high standards of quality and speed.

Address escalated repair concerns and ensure customer satisfaction with all outcomes.

Regularly review repair workflows to identify areas for efficiency and quality improvements.

Operational Management

Manage technician rosters to ensure adequate coverage for repair and customer service needs.

Oversee the management of team leave, ensuring appropriate staffing levels while accommodating team requirements.

Stock Management and Loss Prevention

Oversee the management of parts inventory across the network, ensuring availability for all repair services.

Monitor stock levels and implement systems to minimize discrepancies and stock loss.

Develop and continuously improve stock control strategies to reduce stock loss across all locations.

Collaborate with store teams to ensure compliance with stock management protocols and best practices.

Provide feedback and recommendations to streamline stock-related processes and enhance efficiency.

Stock Control and Visual Merchandising

Maintain technician workspaces that align with company visual merchandising standards.

Ensure tools and parts are accessible and efficiently utilized for repair services.

Relationship Management

Reports directly to the Head of Retail.

Collaborates closely with Area Managers to ensure alignment of technician operations with broader retail goals.

Additional Responsibilities

Embrace new initiatives and technologies to enhance customer and repair services.

Ensure alignment with company policies, procedures, and performance standards.

Mission-Aligned Leadership
This role is pivotal in delivering Fone King’s promise of exceptional customer service, with the FK Sales Process at the core. By fostering a culture that values hard work, fun, and professional growth, you will lead a team that consistently delights customers and achieves business goals.