AppleCare Quality Manager

Cupertino, CA 95014
  • Job Code
    200248885
Summary

Summary

Posted: May 25, 2021

Weekly Hours: 40

Role Number:200248885

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, an...Summary

Summary

Posted: May 25, 2021

Weekly Hours: 40

Role Number:200248885

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 exceptional Quality Manager who will be involved in all aspects of product service and repair quality for Apple's products (iPhone, iPad, Mac, Apple Watch, and AirPods). We are looking for strong leader with outstanding technical skills. A team player that can work cross-functionally, communicate efficiently, and thrives in a fast-paced and constantly evolving environment.

Key Qualifications

  • 8 years of experience in product quality, design, service & repair, or related field
  • 5+ years of technically leading others, directly or indirectly
  • Firm understanding of product quality management and development lifecycles
  • Shown success handling multiple highly sophisticated and cross-functional projects
  • Exceptional analytical skills with an ability to interpret data to identify trends and anomalies
  • The 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
  • Must be a team player with the ability to influence and lead others; strong drive fo results
  • Ability to organize a team to get results
  • Excellent interpersonal skills with the ability to present at the executive level

Description

The Product Service Quality Manager is responsible for handling and improving service quality across Apple's entire product line including iPhone, Mac, iPad, AirPods, Watch, and Beats. Key responsibilities include the following:
- Identify and drive service quality improvement opportunities across
- 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
- Perform hands-on device failure analysis to support root cause analysis and issue resolution
- 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
- Handle service-related field issues
- Support Product Engineering and quality investigations as required
- Travel 10%

Education & Experience

Technical Bachelor's degree or equivalent work experience
Master's degree in electrical, mechanical engineering, or related field is highly preferred

Additional Requirements

  • HIGHLY DESIRED:
  • Experience operating, troubleshooting, and repairing Apple products
  • Previous product quality, service, and project management experience


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AppleCare Quality Manager

Apple, Inc.
Cupertino, CA 95014

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