Site Support Engineering Manager (Consumer)

Elk Grove, CA 95624
  • Job Code
    200280279
Summary

Summary

Posted: Sep 14, 2021

Weekly Hours: 40

Role Number:200280279

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

Summary

Posted: Sep 14, 2021

Weekly Hours: 40

Role Number:200280279

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 teams supporting end-users by maintaining a deep, technical understanding of

Site Support Engineering (SSE) provides technical guidance to assist customer-facing Apple products. Additionally we provide feedback to improve Apple's products by contributing to the collection of escalation details and through reporting. We are seeking a manager who will oversee the management and development of a team of Site Support Engineers, coaching individuals to meet departmental goals.

This role can be located on our campuses in Austin, Texas or Elk Grove, California.

Key Qualifications

  • 2+ years as a technical team manager preferred
  • Exceptional leadership and managerial acumen
  • Excellent written communication and interpersonal skills
  • Self-motivated to get things done as well as team motivator to ensure business needs are met
  • Exceptional time management and prioritization skills and has great attention to detail
  • Excellent understanding of the technical support business, including all tiers of technical escalation
  • Capable of innovative solutions that meet demanding departmental needs, including process, tools, and special tasks
  • Desire to take the initiative to investigate and resolve complex operational and support issues
  • Strong collaboration skills working globally and across teams and departments
  • Willingness and flexibility in taking on new responsibility as the business requires
  • Experience leading new and tenured teams of technical experts is very desirable
  • Experience with creating high-quality custom reports and presentations is very desirable
  • Passionate about the customer experience
  • Ability and willingness to work a variety of shifts, including evenings, weekends and holidays

Description

The SSE Manager is responsible for the following:

Oversight of department team members, functions, needs and activities

Communicates directly and independently with other Site Support Engineering teams, developers, engineers and functional experts that may reside in remote locations to understand the business problems and processes in order to bring resolution to issues and identify gaps and areas of opportunity

Analyze business trends on which to base key decisions

Successfully drive department objectives and goals as defined by the business

Coach team to meet departmental goals

Contributes to the development of customer support processes and procedures

Manage efficiencies to reduce costs

Some domestic and international travel may be necessary

Education & Experience

BA or BS degree or equivalent experience, with 3-5 years of experience in a Support organization or similar role.

Additional Requirements

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Site Support Engineering Manager (Consumer)

Apple, Inc.
Elk Grove, CA 95624

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