Apple Support Field Service Account Manager

Sydney, New South Wales, Australia
Support and Service

Summary

Posted:
Weekly Hours: 38
Role Number:200144228
The people here at Apple don’t just create products — they create the kind of wonder that’s revolutionised entire industries. It’s the diversity of those people and their ideas that encourages 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! As part of the worldwide Apple Support organisation, this position supports our Apple Service Providers throughout Australia & the Pacific Islands. It is responsible for the day to day account management and performance of our Apple Authorised Service Providers (AASP), tele-communication partners, national retailers, throughout Australia.

Key Qualifications

  • 3-5 years of operations experience in a fast-paced service organisation, either within a major vendor environment or in a direct customer repair service management role
  • Excellent planning, organisation and communication skills with a strong focus on working towards results through various service provider channels
  • Capable of making decisions in a fast pace environment
  • Experience in a technology environment within a service organisation, such as an Apple Authorised Service Provider, Apple sales channel or an Apple Store
  • Deep knowledge of the telecommunications, IT & mobile device markets and ecosystems
  • Solid understanding of the Australian Consumer law
  • Be an avid user of Apple products who holds a passion for both Apple’s innovative designs, and passion for delivering excellent customer experience in an after sales environment is pivotal to this role
  • Intermediate/advanced expertise with industry standard tools (e.g: Keynote, Pages, Microsoft Excel etc)
  • Experience with Apple channels either in pre or post sales role would also be an advantage
  • Ideally a BA/BS degree or similar, or MBA and a minimum of 3 to 5 years in a similar service or support role
  • Excellent presentation, product demonstration, and written skills
  • Ability to travel within the A/NZ region and if required internationally, is a requirement

Description

You will support our service providers to ensure a high level of customer satisfaction is achieved, whilst ensuring that the facilitation of repairs provided by all Service Providers is aligned with Apple Support's service quality & procedures. You will uphold compliance of Apple procedures and contractual terms with the service providers and partner with them to enable them to achieve the service metric goals. This is all to ensure customer satisfaction whilst being compliant to Apple’s service programs ultimately leading to the best possible value for Apple being secured. STRATEGIES AND OBJECTIVES: - Work with senior managers within Apple (both Apple Support and Sales) to establish strategic plans and objectives for the accounts under your control - Work closely with regional support functions & teams to deliver the best customer experience for Apple customers - Assist with the development and maintaining of strategic service plans to ensure we meet our service goals for customer happiness, procedural compliance whilst supporting our sales objectives from a finished goods perspective ACCOUNT MANAGEMENT: - Manage your assigned existing service providers to identify any service improvement opportunities and implement any new service strategies - Organise quarterly business reviews with strategic accounts as required - reviewing all service metrics, set goals and actions, ensure documentation and hold review meetings - Analyse customer service issues with current delivery systems to develop new and enhanced programs and service improvement methodologies - Manage service strategy execution with your accounts and conduct regular reviews to measure and evaluate service performance and identify areas for improvement - Support events as required for your assigned accounts or areas - Receive feedback from Customer Satisfaction surveys (CSAT), build and agree on plans that address areas for improvement and track these to the set and agreed goals with service provider - Provide support to the off-shore support teams to effectively respond and resolve issues if they occur from our service providers - Manage Service Provider site audits/assessments within the timeframe required and then plan a schedule with service providers addressing any areas of opportunity and actions items within the Apple Support service programs framework. Apple is an equal opportunity employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.

Education & Experience

Additional Requirements