Device Repair & Service Advisor

Silverdale Fix It is hiring a Device Repair & Service Advisor to support customers from first contact through completed repair. This role is ideal for someone who enjoys solving tech problems, explaining options clearly, and confidently recommending the right services, protection plans, and packages. About Silverdale Fix It Silverdale Fix It provides technology and device repair services for small businesses and local customers. The team values responsiveness, practical problem solving, professionalism, and clear communication.

Responsibilities:

Handle inbound customer inquiries via phone, in person, and online, and guide customers to the best repair or service option. Clearly explain diagnostic results, repair options, pricing, timelines, and risks so customers can make informed decisions. Recommend and sell appropriate add-on services, protection plans, and packages based on customer needs and device usage. Open and manage service tickets, document work performed, and keep customers updated on status. Assist with hands-on tasks such as basic diagnostics, device setup, software installs, and simple troubleshooting, as skills allow. Coordinate with technicians to ensure accurate estimates, smooth handoffs, and on-time completion of work. Process payments, returns, and warranties accurately and professionally. Maintain organized notes on customer history, approvals, and recommended future work. Identify opportunities to turn one-time customers into repeat clients through excellent service and thoughtful follow-up.

Requirements:

2+ years of experience in customer service, device repair, IT support, retail tech sales, or a similar customer-facing role. Strong communication and listening skills; able to explain technical issues in simple, practical terms. Comfort talking about pricing, options, and trade-offs, and asking for the sale in a straightforward, low-pressure way. Basic familiarity with computers, smartphones, tablets, and common software. Ability to learn repair workflows and follow shop processes accurately. Experience using POS and/or CRM systems, or willingness to learn quickly. Valid driver's license and reliable transportation if occasional local errands or client visits are required.

Preferred Qualifications:

Experience in a repair shop, MSP, or electronics retail environment. Prior success with cross-selling or upselling services, warranties, or protection plans. Experience writing simple estimates or explaining work orders to customers. Background working with small-business or repeat neighborhood customers.

Pay:

$28.00-$32.00 per hour plus potential performance-based incentives tied to shop revenue, upsells, and customer satisfaction.

Paid time off and leave:

Silverdale Fix It provides paid time off in accordance with Washington state law, including at least one hour of paid sick leave for every 40 hours worked (with required carryover of unused hours), and participation in Washington's Paid Family and Medical Leave program, alongside applicable federal protections such as FMLA where eligibility is met.

Benefits:

Paid sick leave as required by Washington state law. Participation in Washington Paid Family and Medical Leave. Additional benefits or incentives as may be offered (for example, mileage reimbursement, cell phone or tool reimbursement, or performance-based bonuses).

Schedule:

Full-time, Monday-Friday, with occasional Saturdays or extended hours as business needs require.

Location:

Silverdale, WA - primarily on-site at the Silverdale Fix It shop, with occasional local errands or client visits as needed.

Job Type:

Full-time Pay:

$25.49 - $30.70 per hour

Benefits:

Parental leave Tuition reimbursement

Work Location:

In person