Field Service Channel Manager
Shanghai, Shanghai, China
Support and Service
At Apple, we believe in hard work, a fun environment, and the kind of creativity and innovation that only comes about when talented people from diverse backgrounds approach problems from varying perspectives. We believe each customer interaction is an opportunity to delight, impress, engage and encourage. We focus on all the small details to have the biggest impact! The people here at Apple don’t just build 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 Field Service team develops overall channel strategy to establish the best service repair model to fuel the business growth. Your will responsible for managing Apple’s Authorized Service Provider network to ensure perfect execution of post sales support for Apple’s customers.
- Have good experience on customer service. Fast learner and good communication skills.
- Influencing & negotiation skills
- Strong presentation and communication skills Ability to work collaboratively
- Good analyzing skill for process improvement
- Fluent in English-speaking
- Self starter with innovation, integrity and attention to details.
Success is defined as having a support infrastructure that performs fast and accurate repair events with effective use and timely return of service parts at the lowest possible cost. Identify new partner opportunities and sign up agreements to develop scalable model for growth. Conduct regular review with service providers to measure and evaluate performance for operation excellence. Work collaboratively with a team of peers and reports to the Field Service Manager. Ensuring high customer satisfaction while lowering operational cost by managing Apple Authorized Service Providers to the following key metrics: - Reducing time to repair. - Increasing first time fix. - Reducing known bad board turn around times. - Reducing parts per repair. - Handling service events, which may include, but isn’t limited to compiling and analyzing detailed report data to figure out areas for improvement which is then followed up with designing, implementing, and measuring changes needed to improve service delivery. - Plan and organize relevant product training sessions to improve on technical skills and diagnostic skills. - Solving problems that are first understood through deep-level quantitative and qualitative analysis and followed up with action plans to bring swift resolve. - Understanding how Apple’s various transaction systems (SAP, PeopleSoft, etc) work individually and how data flows between each system and then modify service delivery to fit within system parameters while addressing the customer’s core requirements. - Creating incentive programs to motivate service providers to hit key metric targets. - Developing and managing timely project plans to complete various new customer service contracts. Properly manage the channel issues or conflicts in a timely manner - Writing and/or editing existing procedures for implementing service strategies. - Building partnerships and working collaboratively across other organizations within and outside of Apple.
Education & Experience