AppleCare, Repair & Cycle Aging Analyst

Austin, Texas, United States
Support and Service


Posted: Oct 26, 2018
Weekly Hours: 40
Role Number: 114342552
AppleCare Channel Service Support (CSS) is seeking a highly-motivated professional to manage Business Analytics processes and programs. CSS is responsible for two major functions in AppleCare: - The business-to-business support of partners performing service (Retail Stores, Apple Service Providers, and Carriers). - The efficient and accurate flow of service-related transactions (i.e. repairs and orders). This role will be responsible for driving Repair Aging and Cycle Time programs and efficiencies at a sub-regional level for the Americas (US, Canada, ALAC, Brazil) to minimize the number of Apple customers waiting for repairs.

Key Qualifications

  • Aptitude for blending quantitative and qualitative data
  • Strong analytical skills
  • Experience with Tableau and other similar tools preferred
  • Multi-functional collaboration, strong drive and ability to influence partners, accountability without control
  • Experience with SAP
  • Experience with Excel and Keynote
  • System Knowledge: SAP, Tableau, Excellent conceptual, written and verbal communications skills at all levels, and the ability to build relationships across channels and functions to drive success worldwide
  • Independent self-starter who can manage multiple priorities in a rapidly changing environment
  • Experience in the development and delivery of reporting within multiple environments
  • Ability to quantify strategic and tactical important metrics and drive decisions based on data
  • Experience with projects from scoping and design, to planning and implementation
  • Effective presentation skills, especially at the executive level
  • Experience working in a large, complex global organization
  • Demonstrated experience designing and implementing structure, focus, and standardization within a reporting and data analytics environment, including the development of standard methodologies across functions and regions
  • High comfort level with analyzing performance, needs and expectations in order to anticipate upcoming analytical requirements or challenges
  • Ability to quickly gain credibility and marshal resources in a global organization, including influencing decisions and facilitating change management through collaboration and leadership
  • Great teammate with a positive attitude, solid sense of empathy and ability to be decisive
  • Willingness to work at a very detailed level while still being able to abstract ideas for communication to multi-functional teams and senior management


- Partner with CSS management to execute engaging, effective reporting, and data analytics programs and initiatives - Support new programs and instill standard methodologies within the service field to improve cycle/aging time - Have a curious eye on future technology and look for innovative solutions to problems or new ways to achieve goals - Dedicatedly identify process optimization opportunities by monitoring repair cycle time metrics and partnering with appropriate DRIs - Monitor aging repairs daily for opportunities to action Customers Waiting and ‘At Risk’ repairs - Identify issues, analyze via root-cause analysis, and drive to resolution - Manage partner relationships and build partnerships (Field Services, RCs, Depots, DCs, Logistics, Channel Solutions, Finance, Extended CSS Teams, GSSC, etc.) - Lead weekly Aging reviews with appropriate DRIs - Utilize Cycle Time & Aging assets for day-to-day analysis and action to improve performance - Develop clear and concise presentation summaries for management, illustrating trends and opportunities for improvement in Weekly Account Reviews - Perform regional Aging analysis and action for all channels and impact types - Identify aging repairs due to system or data integrity issues, drive ticketing with IS&T as appropriate, and perform manual cleanup - Collaborate with Repair Operation Center analysts for high-impact incident support and partner communications - Deliver training to regional teams as necessary - Collaborate and share standard methodologies with regional counterparts

Education & Experience

Bachelor’s degree or equivalent experience required, MBA a plus

Additional Requirements