UBIFer Spotlight | Blake Fitzgerald

Tech Spotlight
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If you’ve ever been to an Orlando Magic game at the Amway Center, you might recognize Blake Fitzgerald from the uBreakiFix commercial played on the jumbotron, but at the home office Blake is most often tucked away in the classroom training a new set of store technicians.

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How long have you worked at UBIF and how did you find it: I’ve worked here for nearly a year (Beginning of June 2015).  I found the listing on Indeed and it sounded right up my alley.  I’ve worked in mobile for the better part of a decade for both Samsung and Sprint.

 

Describe a typical day for you: I get to start every day with those of us newest to the company.  As a trainer, I get to hone in on the crucial fundamentals and company core values while keeping the new franchisees encouraged and engaged.  We generally start with a discussion about the previous day’s activities.  The schedule for the portion I’m training them on is two 6 day weeks, so 12 days of curriculum.  Depending on the day, we may dive right into repair demonstrations like soldering or we may have class discussions about the uBreakiFix standards or portal features.  Every training day includes hands on practice.  We don’t just teach how to repair one specific device, but focus on repair theory and really try to get an understanding of the principles needed to be successful in the field.  These activities include diagnostic standards, component theory, soldering, liquid damage treatments, customer service and much more.

I put the customer first in every scenario- after all we are here to serve the users of tech and not just repairing the tech itself.

What is a challenge of your position: The biggest challenge I face is keeping the class equally engaged.  Inevitably, some are better equipped than others when arriving for the first day of training.  Some people have even had the opportunity to work on devices previously which can lead to a competitive outlook among the class; one student finishes an hour before another and then the second one can feel inadequate. Furthermore, when a new tech becomes frustrated with a particular device/repair it can be challenging to keep morale high.  But I enjoy being encouraging and instilling the can-do mentality.  We work together to get through it and then share our best practices.  Giving everyone the time to be successful is important to the learning process.  

 

What do you find most rewarding about your position: I have one of the most rewarding jobs at UBIF.  I get to watch the nerves subside and see the transformation from day one to the end of the second week when they have a new confidence.  At this point, the learning is far from over.They don’t leave knowing everything about every repair, but they are prepared with the right tools and resources to properly get through whatever challenge they face- and having that start with training is extremely rewarding. I am rewarded every time another one of my trainees opens their store around the country and are upholding the core values that they learned in training.  I am grateful to have the opportunity to transform a timid, nervous novice into someone who has the basic principles down and feels confident that they can leave here with the resources to be successful.  

 

What would you consider your repair specialty: My “repair speciality” is not a repair but with the customer.  I put the customer first in every scenario- after all we are here to serve the users of tech and not just repairing the tech itself.  I believe that all that we do should have the customer experience at the heart of it.  My specialty is a very high standard for that experience.  

 

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