Community, Education, Events, News
March 12, 2021

RepairQ Women in Tech Customer Spotlight

Women working in tech are hard to come by. Women in tech repair are even more so. According to the Bureau of Labor Statistics, only 25% of those working in electronic equipment repair and maintenance are women. Anyone working in tech can tell you it takes an agile individual with determination to succeed in the industry. We found an individual like this in Sandra Nunley. Asked to describe her job role in one sentence, Sandra responded that she “provides solutions for the company, employees, and customers.” We caught up with her recently as part of our series spotlighting women in tech. Along with her husband, Sandra owns two CPR franchise stores, one in Savannah, Tennessee and one in Corinth, Mississippi and she manages the bookkeeping, employee relations, customer service, and operations for both.

In her own words

 

How long have you owned your business?

Since 2014

 

Who inspired you to go into business?

I had a teacher that really pushed me in high school. She was my accounting teacher and she was really supportive. She made me feel like I was smarter than I thought I was and she pushed me to do more.

What advice do you have for women entrepreneurs?

Just go for it. It’s scary. Especially when you want to have a family, too. Take it one day at a time and keep pushing.

 

How do we get more girls involved in technology?

Growing up I was never allowed to touch tools. I think making tools available to girls and teaching them to try is the key. My youngest daughter has helped my husband work on cars. Just because you’re a girl doesn’t mean you can’t do this.

 

What do you think is the most challenging part of being a woman in this business?

People think you don’t know what you’re talking about. It’s infuriating at times. Especially in cell phone repair, they think women are stupid.

Tell us about a past experience you’ve had that has taught you about service.

I’ve learned not to automatically assume with customers. Instead, you have to talk to them and find out exactly what’s going on to be able to explain to them the issue with their device. I’ve learned to listen to people and take in all the information before determining what to do.

 

According to Aveda IT, as of 2018, women held only 25% of all the jobs in the tech industry, despite women making up almost half of the total workforce. Why do you think women belong in tech and how have you been able to thrive in this space?

One thing I’ve noticed is that women have much better attention to detail. They’re more grateful and more in tune with themselves and how their hands are moving. Women are more attentive to detail and this is a very detail-oriented job. I’ve also learned more about selling. You really have to know your product to sell it and see the value in it. A lot of people don’t see the value in a phone until you break it down for them. It has a lot of value if you’re going to use all those functions.

Women like Sandra inspire and empower us to go the extra mile. We’re proud to work with not just Sandra, but all of the women who have chosen RepairQ as their point of sale and partner. We hope to see more women join the repair industry not only as owners/operators but as technicians, engineers, or any other role where their unique skills and perspective can help push the industry forward. To read more about some of the women who inspire us, check out our ServiceCentral blog spotlighting our own employees.

Sarah Lorenzen

Sarah is the Director of Marketing for ServiceCentral. In her role, she focuses on creating engaging content and optimizing its delivery to reach people interested in repair and reverse logistics. In her life outside the office, Sarah loves to bass fish and spend time with her two daughters.

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February 16, 2021

RepairQ and CTIA announce scholarship award recipients for WISE™ Certification

CTIA and RepairQ announced the recipients for the WISE Certification scholarship program launched in November. Three recipients were awarded scholarships based on their responses to essay questions focused on building customer trust, employee mentorship, and community involvement.

2021 WISE Certification Scholarship Recipients

Derek WISE scholarship recipient

Single Store
Derek Nunes
PhoneSmart
Sonora, CA

Multi-Store
Joshua Muir
Experimax Franchisee
West Palm Beach, FL

Kyle WISE scholarship recipient

Technician
Kyle MacLeod
MacLeod Digital
Nova Scotia, CA

WISE Certification was created in response to those repair shops and technicians looking to stand out in a crowded industry–those who wanted not only to meet the Wireless Industry’s standards, but to exceed them and provide consumers with service they can trust.

“I was happy to see all the interest for this scholarship and could tell our panelists had a really tough decision to make,” said James Schellhorn, Co-Founder of RepairQ.

“The answers to the essay questions by those that participated echoed the WISE mission. Each applicant spent time telling us why it’s important to you to become certified and why your community deserves a trusted tech hero.” said Michelle James, Vice President of Strategic Industry Programs at CTIA.

RepairQ and ServiceCentral have been involved in the WISE Certification program since day one, working with industry leaders, OEM’s, carriers, and peers to improve the standards of the Wireless Repair Industry and to provide repair shop owners and technicians with the tools and practices to be best in class.

Even if not chosen for the scholarship program, applicants are invited to seek WISE Certification. WISE is offering $150 off the Technician Level 1 program to get started, with promo code: WISESCH0LAR. Visit www.wisecertification.com to register today.
If you would like more information about WISE Certification, please contact programs@wisecertification.com.

Sarah Lorenzen

Sarah is the Director of Marketing for ServiceCentral. In her role, she focuses on creating engaging content and optimizing its delivery to reach people interested in repair and reverse logistics. In her life outside the office, Sarah loves to bass fish and spend time with her two daughters.

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January 12, 2021

RepairQ® Takes the Stress Out of Inventory Management

A recurring theme within RepairQ is the idea of combining multiple systems or processes into a single solution. Inventory management can be a time consuming, albeit essential, component of running a repair business. What you do and do not have on hand might be the difference between earning and losing business as well as great or mediocre customer experience. With this in mind,RepairQ created an inventory system unique to the management of accessories, equipment, and parts; giving users a way to track on-hand inventory within the same system they use for repair tickets.

Inventory management within RepairQ starts with setting up your catalog. Your catalog is a comprehensive list that includes all of your services and the items you keep in inventory for each of your locations. The catalog also provides structured lists available throughout the application. Once your catalog is created, you can start tracking inventory for each location or even globally, across multiple locations. Bottom line: when it comes to getting new inventory into stores, RepairQ provides an easy way to create, manage and advance purchase orders, making your life easier.

One of the most useful features of RepairQ’s inventory management system are the custom reorder points that can be set for each inventory item. Set up a reorder point for any item and it will automatically track and appear in the dashboard and in the reorder suggestion screen. Setting up intelligently defined and well-thought out points makes it easier to identify and restock items before the need becomes dire.

Another incredibly valuable feature in RepairQ’s inventory toolbox is Supplier SKUs. When you set up items in the catalog using your brand’s custom SKU system and naming conventions, you can control scanning, counting, and much more. But you can also add each of your suppliers’ SKUs to your items eliminating the need to replace their inventory labels when you receive orders. Simply add the SKUs to your catalog items and you can scan their barcodes at the point of sale or during inventory counts. This not only saves time (read: money), but improves efficiency and reduces errors.

Inventory management isn’t only about on-hand counts, however. Succinct and meaningful reporting is just as essential to your repair shop’s success, which is why RepairQ includes a series of easy to read reporting options. Reports like inventory usage, valuation, and shrink provide you with a better understanding of item movement and cost.

With the recent 1.17 update, we took easy inventory navigation a step further by giving the user the ability to filter catalogs based on a variety of definitions, making it quicker and easier to find items. Filtering options include:

  • Keyword – Allows users to search by one or more keywords that match catalog item name, SKU, UPC or supplier
  • Location – Shows results for all, or specified locations
  • Manufacturer – Includes the option for custom manufacturers as well as those provided by default
  • Supplier – Features similar customization options to the manufacturer filter
  • Plus many more…

This summary only scratches the surface of what RepairQ’s inventory management can do. If you’re interested in consolidating your workflow and making life easier for everyone in your organization with a better repair shop POS, reach out to one of our industry experts. Book a demo to get started with RepairQ today!

Derek Aleman

Derek is a digital marketing coordinator, focused on implementing and optimizing SEO and SEM strategies in addition to assisting with marketing initiatives across all digital media. Outside of the office Derek is an avid motorsports enthusiast and enjoys backpacking as well as spending time with his Australian Shepard, Ripley.

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November 16, 2020

RepairQ Announces WISE Certification Scholarship Program

If you’re in the business of cell phone repair, you know the responsibility that comes with the job. The cell phone has become a lifeline for consumers and, when they break, we want them fixed by someone we can trust. But how do you, as a repair business or technician, prove your experience, dedication, and knowledge to your potential customers? The same way more than 1,200 repair shops and over 6,000 technicians already have–through WISE Certification.

‘Mobile devices are the center of our lives. Consumers seek trusted cell phone repair providers to fix devices. That’s you.’

WISE Certification is an accreditation developed by a group of industry leaders to give repair business owners and technicians a means to earn consumer confidence through a recognized program. It includes training and curriculum on smartphone features and characteristics, safety best practices, warranties, data security, and more. The investment in certification pays off through enhanced reputation, advanced skills, and improved consumer trust resulting in increased business. And now, thanks to RepairQ and WISE, repair businesses and technicians alike have an opportunity to earn this cell phone repair certification at no cost.

The WISE Certification scholarship program is open to any business or technician doing mobile device repair. The program includes three scholarships; one for an independent technician, one for a single location repair shop and one for a multi-location business. Scholarships will be awarded based on applicants’ answers to a series of essay questions. A committee of industry leaders will then review submissions (excluding any identifying information) and make selections based on the responses.

The deadline for applications has been extended to December 31, 2020.

“Education and professionalism are essential for improving our industry. We believe that the WISE program is one of the best options available to achieve certification. It’s also an investment and we recognize that. We partnered with WISE to put together this scholarship program so that certification is more accessible to more people, said James Schellhorn, Chief Business Development Officer, RepairQ.”

 

To apply, please visit our dedicated scholarship page. Applications take about ten minutes to complete and can’t be saved once started so be sure to set aside plenty of time to complete the application before you begin. For questions, contact WISE at programs@wisecertification.com.

Sarah Lorenzen

Sarah is the Director of Marketing for ServiceCentral. In her role, she focuses on creating engaging content and optimizing its delivery to reach people interested in repair and reverse logistics. In her life outside the office, Sarah loves to bass fish and spend time with her two daughters.

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October 28, 2020

ServiceCentral Announces Completion of SOC 2 Compliance

ServiceCentral’s RepairQ® joined the ranks of elite SaaS companies in achieving SOC 2 attestation, adding audited confidence to its already solid system of controls and internal processes. The CPA firm Aprio provided the AICPA audit, specifically tailored for service providers that process and store customer data in the cloud.

“Every company that stores sensitive data has a responsibility to its customers to take every measure to secure their information, prevent data theft, and implement controls. Data breaches  are common and can devastate both businesses and consumers. RepairQ is committed to taking every measure we can to protect them,” said Jeff Foster, Chief Technology Officer for ServiceCentral.

The announcement comes during National Cybersecurity Awareness Month (NCSAM) presented by CISA and the National Cyber Security Alliance (NCSA) who are encouraging “individuals and organizations to own their role in protecting their part of cyberspace, stressing personal accountability and the importance of taking proactive steps to enhance cybersecurity. NCASM emphasizes, ‘If You Connect It, Protect It,’ a theme ServiceCentral can relate to as they work to expand ServiceNetwork™, SC’s ecosystem of manufacturers, third party authorizers, insurers, service providers and depots. SC is working to connect organizations so they can do business smarter while giving consumers more flexibility when getting devices repaired.

RepairQ is a comprehensive point of sale, repair tracking, and business management solution developed specifically for the mobile device repair industry. RepairQ focuses on automating your daily operations and is constantly adding new features and qualified integrated partners.

 

About ServiceCentral Technologies Inc.

ServiceCentral software helps track the service needs of millions of products around the world. Through our products, RepairQ, ServiceManager, and ServiceNetwork; we support thousands of businesses, managing each stage of a product’s life after-sale, from manufacturing and insurance, to depots and service centers.

Sarah Lorenzen

Sarah is the Director of Marketing for ServiceCentral. In her role, she focuses on creating engaging content and optimizing its delivery to reach people interested in repair and reverse logistics. In her life outside the office, Sarah loves to bass fish and spend time with her two daughters.

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July 20, 2020

Key Takeaways from CouchCon's Importance of Leadership

Previous Session | July 9, 2020

There is no shortage of books, blogs and inspirational material on the topic of leadership. Especially in the business world, leadership is an aspect of day-to-day existence that is often dissected and disseminated through every form of media imaginable. Hundreds of theories, schools of thought and suggestions for execution exist and, all of this information makes it clear, as Matt Zieminski, ServiceCentral’s director of partnerships points out, “there is no perfect way to be a leader.” Of course, no one is perfect, but what is the criteria through which leaders should be evaluated? What makes a good leader? In CouchCon’s The Importance of Leadership, three leaders with more than thirty years’ combined experience suggest that leadership boils down to 3 core dimensions: adaptability, resilience and trust.  

 

Arguably, the foundation that this evaluation is built on is adaptability. The day-to-day operations of a leader are nothing if not varied. Climates and attitudes change, sometimes drastically, as new information becomes available and it is of the utmost importance that a leader is able to comprehend and re-tailor approaches. Chief Business Development Officer of ServiceCentral and RepairQ, James Schellhorn likens this essential life skill to the mighty and majestic chameleon. Thousands of years of unique visual evolution allows the chameleon to see their surroundings in nearly 360 degrees. This, along with its signature active camouflage make it the poster child of adaptability. But, the ability to constantly re-imagine and re-define how you interpret information, execute ideas and engage with those around you in ever-changing circumstances is a characteristic of all good leaders.

 

Once a prospective leader masters all that the chameleon has to teach in the way of adaptability, they can then focus on the second aspect in this theoretical leadership pyramid, resilience. There can be no resilience without adaptability, and in the words of James Schellhorn “Resilience is what defines some of the greatest people and greatest companies in history.” The connection between adaptability and resilience is described by Co-Founder of 12 Week Leader and CSO of Injured Gadgets George Rogers as,“being willing to accept change.” In addition, he says, a resilient mindset implies the ability to let go. The combination of these ideas perfectly describe what it means to adapt and soldier on. It is impossible to grow as a person, leader or business without being able to interpret and reassess information but also without being able to press forward and continue to do these things regardless of outcome or obstacle. 

 

While adaptability and resilience require a certain level of introspection, trust is the aspect of leadership that is most apparent to others. As Matt points out, “leadership is not just a top down approach, it is a team effort.” Trust is the culmination of that team effort and has much farther reaching effects than communication by itself. 82% of people say they don’t trust their boss to tell the truth.  This statistic casts a large shadow on the perception of leadership in the business world. However, George also points out that with great trust can come great productivity, with 45% of people saying that lack of trust in leadership is the biggest thing impacting their work performance. But how does a leader establish trust with his team? James points out that in his experience, openness builds trust more effectively than charisma. Although that’s not to say that a bit of charisma can go a long way. One thing is certain, building trust isn’t easy. But whether you’re just starting out in your career, a seasoned CEO, or a brand it is essential to build trust with your customers and across your organization. 

 

As these humble suggestions are digested and plans are made, if the reader so chooses, to implement them into daily interactions it is important to remember the simple fact that there is no perfect way to be a leader. Perhaps most importantly “being a leader is not so much about being able to execute a predefined plan as it is having a certain mindset” as Matt astutely reminds us. A mindset best described as ART. 

 

We hope you will join us for our next CouchCon discussion. If you have ideas for future topics, questions, or feedback please email us at marketing@servicecentral.com.

Presenters

James Schellhorn

Chief Business Development Officer, RepairQ/ServiceCentral

James provides direction for ServiceCentral and its products, leading product development, sales strategy, and marketing efforts. In his current role, he drives company growth with a customer-centric philosophy.

George Rogers

Co-Founder, 12 Week Leader
Chief Strategy Officer, Injured Gadgets

George Rogers is an international renowned speaker, with great compassion, dedication, and a sense of humor that keeps you connected. George inspires and challenges each of us to be willing to transform who we are into who we are meant to be. He shares how creating a culture that invests in others through authentic compassion and servant leadership can impact everyone for the greater good.

Hosted by

RepairQ logo

Supported by

Smiling Matt

Matt Zieminski

Moderator

Matt Zieminski is the Director of Partnerships for ServiceCentral and has been in the electronics industry for almost ten years. Outside of work, Matt loves to hike and enjoy the great outdoors of Richmond, California.

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June 23, 2020

CouchCon: The Importance of Leadership

Previous Session | July 9, 2020

Throughout the past six months, our professional and personal futures feel as uncertain as ever. Businesses have experienced unimaginable disruption, and some won’t survive. The scale of recent events has meant that none of us are immune to the current state of our country, our communities, our businesses, and our teams. 

 

It’s critical for business leaders to communicate effectively and help employees stay informed and updated, to feel like they’re being seen and heard, and to keep them focused and on track. What means the most to employees is guidance from the executive of an organization and their direct team leadership. How can these leaders provide what employees are looking for and need during such a tumultuous time?

 

Who should participate?

  • Any business that has been, could be or will be impacted by the COVID-19 virus and 2nd or 3rd order effects, civil unrest, or other events in 2020 (murder hornets!?!)
  • Businesses with a retail presence that facilitates customer/employee interaction

 

Themes

Staying Informed and Updated

  • Cadence and Channels of Downstream Communication
    • Daily vs. Weekly vs. Monthly Updates
    • Slack vs. Email vs. Zoom
    • 1-on-1s
  • Consistent Communication Throughout The Leadership Team
    • Expectations for Team Leads
    • Setting the Right Tone and Strategy
  • Creating a “Strike Team” to Guide Policy

Feeling Seen and Heard

  • Relationships Matter During a Crisis
    • How to stay present and connected
    • Maintaining perspective personally and professionally
    • Communicating with empathy

Remaining Focused 

  • Knowing What’s Important
    • 1st = Health and Safety of Employees and Families
    • 2nd = The Business
  • Making Decisions Amid Uncertainty
    • Think first, act later, or act quickly?
  • Communicating “Deliberate Calm” and “Bounded Optimism”

Presenters

James Schellhorn

Chief Business Development Officer, RepairQ/ServiceCentral

James provides direction for ServiceCentral and its products, leading product development, sales strategy, and marketing efforts. In his current role, he drives company growth with a customer-centric philosophy.

George Rogers

Co-Founder, 12 Week Leader
Chief Strategy Officer, Injured Gadgets

George Rogers is an international renowned speaker, with great compassion, dedication, and a sense of humor that keeps you connected. George inspires and challenges each of us to be willing to transform who we are into who we are meant to be. He shares how creating a culture that invests in others through authentic compassion and servant leadership can impact everyone for the greater good.

Hosted by

RepairQ logo

Supported by

Smiling Matt

Matt Zieminski

Moderator

Matt Zieminski is the Director of Partnerships for ServiceCentral and has been in the electronics industry for almost ten years. Outside of work, Matt loves to hike and enjoy the great outdoors of Richmond, California.

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April 27, 2020

CouchCon: Taking Your Business in Unconventional Directions

Previous Session | May 7, 2020

The coronavirus has turned our world upside down. Many businesses in the repair industry have been forced to shut their doors and stop serving customers. It seems that others will have to shut their doors for good. Those shops that can be flexible and innovate to find new ways of doing business, however,  will fare much better. 

 

These are the types of businesses that will survive; the ones whose leadership can roll with the punches and get up swinging.

 

How will you innovate in this new economic landscape? How will you make the best of this situation and take advantage of the opportunity it presents us? RSVP for the next installment of CouchCon Repair Evolutions: Taking Your Business In Unconventional Directions and learn how to propel your business forward, even in uncertain times. 

 

Who should participate?

Repair business owners and stakeholders

 

Attendees will get answers to these major questions:

  1. What do I need to do for my business right now?
  2. What do I need to do for my business in the near future?
  3. How do I plan for the rest of 2020 with success in mind?

In addition, attendees will have the opportunity to interact with a panel of experts to get perspective on how to handle their unique challenges.

Presenters

Chris Jourdan

General Manager, CPR Cell Phone Repair

Chris has been in the consumer electronics retail business for two decades. He opened his first ten retail locations (Verizon stores) during the recession of 2008-2009 and has supported CPR franchise owners through the unprecedented times of 2020. Purveyor of Dad Jokes and aspiring Dog Ranch owner.

James Schellhorn

Chief Business Development Officer, RepairQ/ServiceCentral

James provides direction for ServiceCentral and its products, leading product development, sales strategy, and marketing efforts. In his current role, he drives company growth with a customer-centric philosophy.

Kyle Wainwright

Senior Director of Business Development, Tech Defenders

Kyle started in the repair industry in 2012 growing an 18 store repair brand over two states, completing nearly 500,000 repairs and selling 100,000 devices. Kyle currently helps oversee services and procurement repairing and buying several thousand devices each month as the director of business development at Tech Defenders. 

Hosted by

RepairQ logo

Supported by

Smiling Matt

Matt Zieminski

Moderator

Matt Zieminski is the Director of Partnerships for ServiceCentral and has been in the electronics industry for almost ten years. Outside of work, Matt loves to hike and enjoy the great outdoors of Richmond, California.

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Community, Education, Events, News
March 18, 2020

COVID-19 Customer Notice

While the health and well-being of our customers, employees, and communities is our top priority during the COVID-19 pandemic, we are taking critical measures to ensure your services continue without interruption. Here are the most important steps we are taking:

  • We’ve limited business travel and encouraged employees to leverage technology to hold business meetings whenever possible.
  • ServiceCentral has always embraced a flexible work from home policy for our employees. In compliance with the government’s recommendation for social distancing, we have requested our employees to work remotely daily, and will continue supporting our networks and you, our customers, with the high-quality service you rely on.

Our teams have detailed plans to ensure our standards of customer service and responsiveness continue to avert service risks during this time. In addition, our cloud-based platforms are designed to run smoothly and without interruption from anywhere in the world.

We will continue to be vigilant, but if you have any questions regarding our preparedness to support your business needs and abate potential disruptions, please contact your account manager or our Technical Support Team at support@servicecentral.com.

Steve

Steve Teel

President and Chief Executive Officer
ServiceCentral Technologies Inc.

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August 22, 2019

RepairQ co-founders present for a fifth time at the CPR Conference.

James Schellhorn and Jeff Foster, RepairQ Co-Founders, were honored to be key presenters at the Cell Phone Repair Annual Conference for the fifth year in a row.

Schellhorn led a session at CPR’s vendor day which highlighted key product advancements and provided CPR attendees with a first look at RepairQ’s 2019-2020 roadmap. ServiceCentral, RepairQ’s parent company, and CPR have long been strong partners and allies in the retail repair shop industry. ServiceCentral provides unique software and solutions for OEMs, insurance companies, depots, and repair shops that service consumer equipment. CPR is the largest repair shop franchise in the world with over 800 locations, as well as a longtime user of ServiceCentral’s point-of-sale and repair tracking software, RepairQ.

The annual CPR Conference is an exclusive two-day event where repair shop owners, industry leaders, and premium vendors come together to share their experiences on stage, in workshops, and after hours. Held this year in Las Vegas, CPR boasts one of the largest consumer electronic repair shop focused conferences in the US.

When asked about his time at the show, Schellhorn stated, “I’m really honored to be invited back for the fifth time to share with CPR attendees. It’s always an exceptionally enriching and collaborative event. Every year we try to come with new content and announcements exclusive to the show, but we always leave with better ideas and feedback!” James Schellhorn is the Chief Business Development Officer for ServiceCentral, with more than 15 years of experience consulting with small businesses and designing better software for them.

 

About ServiceCentral and RepairQ

RepairQ, is the first software built uniquely to manage any type of repair shop. From point of sale that focuses on services, consumer experiences that focus on excellence, or unique tools that bring financial, supply, and referral services closer to retailers, RepairQ has everything a growing shop needs. With over 40,000 service providers supported, ServiceCentral hosts additional software, solutions and services that span business including OEMs, insurance companies, reverse logistics depots, 3PLS, and local repair shops. For more information, visit www.repairq.io and www.servicecentral.com or find us at facebook.com/repairq.

Press Contact:

ServiceCentral and RepairQ PR

Jared Warren

877-230-6317

PR@servicecentral.com

James Schellhorn, RepairQ co-owner, giving a speech at the cell phone repairconference

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