Job Description

This Gadget Service Engineer designed specifically for a retail environment (Virgin Megastore / Amit Retail Service Center) where both technical expertise (L1, L2, L3) and customer-facing abilities are critical.

Location: Dubai (Any retail space)
Department: Service & Customer Experience
Reporting To: Operations Manager
Employment Type: Full-Time

Job Summary

We are seeking a skilled and customer-oriented Gadget Service Engineer to join our retail service center team. The ideal candidate will have hands-on expertise in L1, L2, and L3 level gadget repairs (smartphones, laptops, tablets, and gaming devices) along with strong customer-facing skills. The role requires diagnosing and resolving complex technical issues, educating customers, and ensuring a smooth service experience while upholding the highest quality and integrity standards.

Key Responsibilities

Technical Service (L1, L2, L3 Repairs)

Perform L1 repairs: software troubleshooting, OS installation, modular replacements (battery, screen, camera, etc.). Perform L2 repairs: board-level troubleshooting, soldering, circuit diagnostics, liquid damage treatment. Perform L3 repairs: advanced chip-level diagnosis, micro soldering, IC replacements, and complex motherboard repairs. Maintain accurate diagnostics and repair logs for every device. Ensure repairs are performed to OEM-level quality standards with minimum rework. Manage service tools, testing equipment, and ESD workstation compliance.

Customer Engagement & Communication

Act as the first point of technical contact for customers in the retail service space. Diagnose device issues in front of customers, explain the problem clearly, and provide transparent repair options. Convince customers to approve repair jobs when on-spot service is not possible. Provide timely updates on job status, repair timelines, and cost estimates. Maintain professionalism, grooming, and effective communication at all times.

Operational Excellence

Ensure devices are logged, invoiced, and tracked in CRM/POS systems accurately. Achieve set KPIs including turnaround time (TAT), first-time fix rate, and customer satisfaction scores. Follow quality assurance standards to reduce repeat failures and customer complaints. Coordinate with supply chain for parts requisitions and ensure optimum stock of fast-moving parts.

Required Skills & Qualifications

Diploma / Degree in Electronics, Electrical, IT, or related technical field. Minimum 1-5 years' hands-on experience in gadget repairs (multi-brand). Proven expertise in L1, L2, and L3 repairs of smartphones, laptops, tablets, and gaming consoles. Strong customer-facing and communication skills (English mandatory, Arabic an advantage). Experience working in a retail service environment preferred. Knowledge of CRM / ticketing tools for service management. Ability to work independently and manage high-pressure retail customer scenarios.

Key Attributes

Customer-first attitude with patience and empathy. Target-oriented and self-motivated. Integrity, honesty, and professionalism. Well-groomed and retail-ready presentation. Strong organizational and time management skills. Quality-conscious with attention to detail.

Remuneration

Competitive salary + Performance incentives + Training & certification opportunities.

Job Type: Full-time

Application Question(s):

Are you currently in UAE? Do you have experience in repairing variety of devices such as smartphones, laptop, pc, tablet, gaming consoles, etc.?
Language:

* English (Preferred)