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Version: 26.03.19

Customer Repair Specialist

Job Description​

The primary role of the customer repair specialist is to repair, setup, restore and upgrade guitars brought in by paying customers. This includes everything from simple setups and adjustments to re-frets, neck re-sets and more in depth repairs.

Responsibilities​

  • Prioritize customer instruments base on arrival date, turnaround time and urgency
  • Fill out repair sales log for all repair orders
  • Make sure all customer owned inventory is labeled and safely stored in warehouse
  • Respond to customer inquiries in a timely manor
  • Make repair service price menus and repair process for check out easy for all staff members to follow
  • Keep common parts in stock for repairs
  • Up-sell and add-on to customer repair needs
  • Assist with store owned inventory repairs and setups when customer repairs are caught up

Accountabilities​

  • KPI: Repair gross sales and profit monthly
  • KPI: Average turnaround time of inventory from arrival date to delivery

Authority​

  • Order necessary parts for repairs or restorations
  • Use available store owned parts, pickups and cases for inventory as needed
  • Decide what type of parts, repairs or modifications are necessary for customers
  • Open vendor accounts for commonly needed parts and accessories

Schedule​

  • Daily
    • Check email for customer repair inquiries
    • Contact customers for price quotes, turnaround times, ETA's
    • Check mail for part arrivals
  • Weekly
    • Review projects and order parts as needed
  • Monthly
    • Review metrics and KPI's with management
    • Discuss ways for improvement such as additional services, tools, technology, vendors, promotions, marketing or other ways to increase repair sales
  • Quarterly
    • Order commonly needed parts, tools and/or accessories to make work more efficient
    • Meet with management and marketing for strategies and promotions to boost customer repairs

Goals​

Improve repair sales monthly.

Maintain positive customer feedback on repairs and setups.