Engineering Project Manager, Product Service Quality

Austin, Texas, United States
Support and Service


Weekly Hours: 40
Role Number:200249631
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. AppleCare Service Quality & Technology is a global organization that is seeking an exceptional engineering project 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). The preferred candidate must be a strong leader with exceptional technical skills. They must be a great teammate that can work cross-functionally and thrives in a fast-paced and constantly evolving environment. This role is located in our Austin campus.

Key Qualifications

  • 6+ years of experience in handheld or portable product quality, design, service & repair, or related field
  • Solid understanding of product quality management and development lifecycles
  • Proven ability to support multiple highly complex and cross-functional projects
  • Strong 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 strong drive fo results
  • Excellent communication skills with the ability to present at the senior leadership level
  • Previous product quality, service, and project management experience is highly desired
  • Experience operating, troubleshooting, and repairing Apple products preferred


The Product Service Quality EPM is responsible for managing 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 Track service quality metrics such as warranty rates, NTF, service cost, and repeat-repair Support 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 Support the development of NPI product service quality plans Work cross-functionally with quality and engineering teams to improve overall service quality Support regular quality reviews that focus on performance trends, quality issues, and corrective actions Measure and optimize the accuracy and effectiveness of field service diagnostic tools Manage service-related field escalations Support Product Engineering and quality investigations as required Travel 10%

Education & Experience

BS in Mechanical or Electrical Engineering, or related technical degree Masters degree preferred

Additional Requirements