Business Systems Analyst
Austin, Texas, United States
Support and Service
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. We are currently looking for a high energy self-starter who can bring a creativity and innovation to a challenging role that requires influencing technical and operational behavior across all of Apple’s repair channels to help provide the best possible customer experience.
- At least 3 years of experience in a technical quality or engineering role
- Strong analytical and technical problem solving skills
- Experience in Business data analytics
- Strong Program/Project management skills
- Understanding of agile methodologies will be advantageous
You will be involved in all parts of the repair workflow, from strategy to back-end systems and from technical repair procedures to outcome analysis. You will work with teams across Apple: engineering, support, global repair operations, service management etc. Responsibilities will include: Positively influencing repair quality through behavior modification in the repair channels Partner with CSO teams globally to help see opportunities to improve AMR/ALAC regional repair quality Develop and manage key repair quality initiatives across channels and/or regions Collaborate cross functionally with technical teams such as engineering, SQT etc. on root cause analysis and continuous improvements of new and existing repair workflow and diagnostics Create and/or refine process documentation related to repair processes Analyze data and provide insights on key repair quality performance indicators Visit repair sites and/or audit repair processes and procedures across various channels Provide program support to the channel – technical and operational Understand and influence repair strategy by taking into account key variables such as customer satisfaction, cost avoidance etc.
Education & Experience
Technical Bachelor’s Degree (MBA a plus) Experience in repair/service industry is desired Industry certification(s) will be a strong plus Exposure to customer account management is a plus 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.