Engineering Project Manager, Field Product Quality

Santa Clara Valley (Cupertino), California, United States
Support and Service


Weekly Hours: 40
Role Number:200273201
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. AppleCare Service Quality & Technology is a global organization that is seeking an outstanding engineering project manager who will be involved in all aspects of field product quality for Apple’s products (iPhone, iPad, Mac, Apple Watch, and AirPods). You are a strong leader with outstanding technical skills. You an also work cross-functionally and thrive in a fast-paced multifaceted environment.

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
  • Shown success leading highly complex and cross-functional projects
  • Outstanding analytical skills with an ability to interpret data to identify trends and anomalies
  • The 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
  • Standout colleague with the ability to influence and lead others; strong drive for results
  • Excellent executive communication skills


The Field Product Quality EPM is responsible for leading 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 Develop NPI product service decisioning plans Work cross-functionally with quality, engineering and AppleCare 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 issues Support Product Engineering and quality investigations as required Travel 10%

Education & Experience

BS in Mechanical or Electrical Engineering, or related technical degree MBA or MS preferred

Additional Requirements

  • 5+ years of technically leading others, directly or indirectly
  • Previous product quality, service, and project management experience