Senior Engineering Project Manager, Product Service Quality

Austin, Texas, United States
Support and Service

Summary

Posted:
Weekly Hours: 40
Role Number:200249374
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 team player that can work cross-functionally and thrives in a fast-paced and ever changing environment. This role is located in our Austin campus.

Key Qualifications

  • 12+ years of experience in handheld or portable product quality, design, service & repair, or related field
  • Firm understanding of product quality management and development lifecycles
  • Proven success managing multiple highly complex and cross-functional projects
  • Exceptional analytical skills with an ability to interpret data to identify trends and anomalies
  • 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 the ability to influence and lead others; strong drive fo results
  • Excellent communication skills with the ability to present at the executive level

Description

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 Lead 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 Develop NPI product service quality plans Work cross-functionally with quality and engineering teams to improve overall service quality Lead 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 Provide technical leadership to other Product Service Quality EPM’s 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

  • 5+ years of technically leading others, directly or indirectly
  • Previous product quality, service, and project management experience
  • Experience operating, troubleshooting, and repairing Apple products