Meet the Saugus repair team. Names, not a counter full of strangers.
You are handing over the device that holds your photos, your work, and the family calendar, so it is fair to know who is taking it. Here they are by name, by role, by what each of them is genuinely best at, and by who speaks Spanish at the counter.
Nobody here is a placeholder
The cards above are the actual people working this store, with actual start dates attached. We publish those dates because they are the most useful thing on this page. In a trade where shops open and close on Route 1 every year, how long somebody has been doing this tells you more than any adjective we could write.
The counter and the bench are the same job here. Whoever greets you can also open your device, and frequently will. There is no back office where a manager sits watching a screen, and there is no sales desk passing work to technicians you never meet.
Our managers were technicians first
Across the whole company, every store manager started as a Sales Rep and Repair Technician on the floor. They learned the bench, learned the counter, and grew into running a store. Saugus is run the same way as the New Hampshire shops that came before it, by somebody who can perform the repair they just quoted you.
The practical effect shows up on a bad day. When a repair runs long, a manager who has done that exact repair can tell you precisely why, tell you honestly whether it is normal, and go finish it if that is what the situation calls for. There is no chain of people to ask.
Experience you can check
Several of the people in this company have been repairing devices here since long before there was a Massachusetts store, and the Saugus team is trained by them and backed by them. When something genuinely strange lands on the bench, the answer is a phone call to a technician who has already seen it, not a search engine.
That is one of the real advantages of being the newest store in an established company rather than a brand-new independent shop. The store is new. The knowledge behind the counter is not.
Specialties on this bench
Everybody handles the everyday work: screens, batteries, charging ports, the repairs that make up most of any week. Beyond that, people go deep in different directions, and the cards above tell you who does what. Across the company that includes water damage recovery and data retrieval from devices that will not power on, game consoles and micro-soldering, Mac and laptop logic board work, and Android and Samsung repair.
Spanish is spoken at this counter every day, which matters on the Route 1 corridor. If it is easier to explain the problem in Spanish, just ask.
Ask for somebody by name
If a specific person took care of you last time, ask for them next time. It is a small store and that is easy to accommodate. If they are off, whoever is working can look up what was done on your device before and continue from there instead of starting the conversation over.
And if you ever need the owner, the owner is reachable. Chad founded this company in 2011, still owns it, and still answers the phone. That is not a thing you can say about most repair chains on this road.
We are hiring, and this page is why
We are always hiring Sales Reps and Repair Technicians. No repair experience is required and we provide full training, because we would rather teach the trade to someone careful and curious than undo habits learned somewhere else.
Look at this page again as a candidate instead of a customer. Managers who came up off the floor and people who stay for years are not decoration, they are the career path, demonstrated. If that interests you, read about the job itself and the company behind it, then stop in.
Chad Johansen
Owner & Founder
Running the shops and answering the phone when nobody else can
Started the company out of a Plymouth State dorm room after cracking his own screen. Still works the counter.
AJ Letizia
Operations & Systems Manager
Parts sourcing, systems, and the hard diagnostic nobody else wants
The person every store calls when a repair goes sideways.
Ben Hall
Store Manager
Building the Saugus store from day one
First manager of the first store outside New Hampshire.
Dio Marte
Sales Rep & Repair Technician
Phone and tablet repair
Bilingual, helps Spanish-speaking customers on the Route 1 corridor every day.
Common questions
Is the person at the counter the one repairing my device?
Usually. Selling and repairing are the same job here. If your device needs a particular specialty, it goes to whoever here does that work best and we will tell you who.
Is Spanish spoken at the Saugus store?
Yes. Spanish is spoken at this counter every day, so if it is easier to explain the problem that way, please do.
Can I request the same technician I had last time?
Yes, just ask. If they are not in, whoever is working can pull up what was done on your device previously and carry on from there.
Is the Saugus store staffed by new hires only?
The store is new, the company is not. The team here was trained by technicians who have been with this company for years, and a hard job gets a phone call to someone who has already seen it.
Do your managers actually repair devices?
Every store manager in this company started as a Sales Rep and Repair Technician and still works the bench. That is the only way we promote.
Are you hiring in Saugus?
Every store in the company hires for this role on an ongoing basis. Repair experience is not required and the training is provided in full. Stop in or apply through our careers page.
Who owns Mass Phone Repair?
Chad Johansen, who founded the company in 2011 in New Hampshire and still owns and operates every store, including this one.
Tell us what happened
Free basic diagnostics. We will come back with your price and a realistic turnaround.