Regional Technical Program Manager

Singapore, Singapore, Singapore
Support and Service


Posted: 9 Jan 2019
Weekly Hours: 40
Role Number: 114420265
=== JOB SUMMARY === 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. We're passionate about our customers and to make it happen, we need extraordinarily talented, forward-thinking, and driven people to help us. The Regional Fraud Coordinator will serve as the AppleCare engineering, directly responsible individual (DRI) for all fraud investigations in their region. You will be the primary point of contact for new fraud issues and escalations. Your responsibilities include monitoring regional fraud inspection metrics, provide feedback and support where required. You will also act as the regional AppleCare engineering coordinator for all fraud deflection related activities and ad hoc projects

Key Qualifications

  • - Extraordinary focus on the customer experience
  • - NPI, Service, or Manufacturing Operations (consumer electronics preferred)
  • - Vendor management in a technical capacity
  • - Experience crafting closed-loop quality feedback systems and statistical process control
  • - Experience leading multi-functional and remote teams to deliver critical projects on short deadlines
  • - Ability to multi-task and lead opposing priorities in a data rich and results oriented manner
  • - Ability to communicate and present directly to senior management
  • - Willingness and ability to travel internationally (20%)
  • - Strong written and verbal communication
  • - Adaptive and flexible to dynamic, changing technologies, process and environments
  • - Exemplary professional demeanor, resourcefulness, flexibility, and self-motivation
  • - Ability to maintain a positive attitude in high stress/fast paced work environment
  • - Excellent teammate and reliable


- Support Fraud Deflection Engineer in creation of fraud deflection guidance. - Attend development builds as required. - Support early field failure analysis (EFFA) as required. - Partner with Fraud Deflection Engineer and other Regional Coordinators to develop and maintain qualification processes and standards, related to fraud inspection and deflection. - Partner with site SQE’s, Technical Process Managers (TPM), and Global Repair Center operation (GRC) to ensure consistent site implementations. - Assess capital programs for fraud related impacts, support internal change process. - Find opportunities for capital program proposals to improve fraud deflection capabilities in any/all channels. - Monitor regional site/vendor fraud deflection performance and critical metrics (e.g., Return to sender (RTS), whole unit replacement (WUR), escalation rate, escalation result). - Work with regional teams to manage outliers and identify global process improvement opportunities. - Oversee regional investigations and data gathering, into identified fraud trends and modalities. - Work with Fraud Deflection Engineer to ensure data meets technical, operational, and legal requirements. - Provide fraud related technical process support to regional AppleCare teams. - Support resolution of escalations as needed by escalation management and executive teams. - Identify root cause and corrective actions for process/quality escapes and coordinate with global team to implement improvements at each site. - Identify active fraud deflection opportunities and lead multi-functional teams to investigate, develop, and deploy solutions. - Find opportunities to deploy existing fraud deflection methodologies in new locations.

Education & Experience

- BS/MS in engineering discipline ( Electrical engineering preferred) - MBA (preferred)

Additional Requirements

  • Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.