AppleCare Service Quality Manager

Summary Posted: Dec 31, 2023 Weekly Hours: 40 Role Number: 200526657 Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The people here at Apple don’t just craft products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. AppleCare Service Quality & Technology is a global organization that is seeking an outstanding Quality Manager who will be involved in all aspects of product service, parts, and repair quality for Apple’s products. You are a strong leader with exceptional technical skills. You are a standout colleague that can work cross-functionally, communicate effectively, and thrives in a fast-paced and ever changing environment. Key Qualifications Key Qualifications 10+ years of experience in product quality, design, service & repair, or related field Shown success running cross-functional projects and/or directly leading teams Outstanding analytical skills with an ability to interpret data to identify trends and anomalies Ability to take a data driven and results oriented approach to problem solving Experience with Design of Experiments, statistical control methods, and related quality methodologies A great teammate with the ability to influence and lead others; strong drive fo results Excellent interpersonal skills with the ability to present at the executive level Previous product quality, service, and project management experience Experience operating, troubleshooting, and repairing Apple products Description Description The Product Service Quality Manager is responsible for managing and improving service quality across a product line. Key responsibilities include the following: Identify and drive service quality improvement opportunities Track service quality metrics such as warranty rates, NTF, service cost, and repeat-repair Lead initiatives that improve service quality and reduce cost Play a key role in new product launch early field failure analysis and action planning Work cross-functionally with quality and engineering teams to improve overall service quality Lead regular quality reviews that focus on performance trends, quality issues, and corrective actions Measure and optimize the accuracy and efficiency of field service diagnostic tools Manage service-related field issues Support Product Engineering and quality investigations as required Be the primary conduit for warranty abuse escalations and tools Education & Experience Education & Experience Technical Bachelor’s degree or equivalent work experience A Master’s degree in electrical, mechanical engineering, or MBA is highly preferred Additional Requirements Additional Requirements