Service Support Manager, Apple
AppleCare
$200.4-301.4k
Office located in Sunnyvale, CA
Personal technology company
Open for applications
Personal technology company
1001+ employees
Open for applications
$200.4-301.4k
Office located in Sunnyvale, CA
1001+ employees
Company mission
Apple's mission is to bring the best user experience to its customers through its innovative hardware, software, and services.
Role
Who you are
- AppleCare Engineering is looking for a dedicated, seasoned leader who enjoys taking on tough challenges, handling complex engineering issues, leading a team of program managers and engineers to do their best work
- Ability to mentor and develop a team, lead with excellence, and maintain a dedication towards meeting the business needs
- Outstanding program/project manager with impeccable organizational skills and attention to details, with at least 7 years of experience
- Demonstrated skills in project management tools, schedule development/management, and leadership experience
- You possess strong technical intuition and understanding of basic engineering concepts with ability to grasp complex design and process problems
- Proven ability to work cross-functionally and relate to a myriad of technical partners
- Highly effective communicator, using both in spoken and written forms; sharp interpersonal skills who understand how to communicate across varied audiences in a climate of debate
- Sound executive presence with the strong ability to communicate at the senior leadership levels
- Management experience leading high-functioning, professional teams with at least 5 years of experience
- HW EPM experience, launching products, and driving new product development cycles
- B.S. in Engineering or Technical degree
Desirable
- Management experience working with a globally distributed team
- M.S. or PhD in Engineering or Technical degree with 7+ years of experience in a related field or industry
- Experience in international and/or regional Product Safety, Environmental, EMC, and Regulatory standards/regulations, and/or government affairs are a big plus
What the job involves
- Weekly Hours: 40
- This role demands a nimble mind, working across multiple product lines to ensure consistent standards, regulatory compliance, timelines adherence, and project prioritization
- You will work closely with internal teams across engineering, product development, environmental, product operations, and broadly within the AppleCare space
- The leader of this team will be responsible for aligning cross-functional teams and all of Service Engineering on program deliverables, schedules, and priorities to deliver all Service Manufacturing Processes
- Determines engineering project goals
- Makes project priority decisions with considerations for timeline, cost and resources
- Owns the overall project timeline for all AppleCare engineering teams
- Drives and coordinates engineering teams to the overall schedule and ensures accurate hand off and coordination to our partners
- The primary DRI to ensure all work has allocated resources with clearly understood deliverables and timelines
- Responsible for highlighting to management when there are schedule, resource, cost or alignment challenges
- Applies internal tools for project consolidation executive summaries using the individual team updates to build a summary for projects
Our take
With a market capitalisation that reached $3 trillion in 2022, Apple is the world's most valuable company. A vertically integrated approach and obsessive focus on the user experience have helped to make Apple one of the most successful companies in the world.
Since taking over at Apple, Tim Cook has been carefully curating the company's reputation as a champion of consumer privacy, trying to set the company apart from others that monetise their users' data.
The company even went as far as to introduce sweeping privacy changes which made it difficult to tailor ads to Apple’s 1bn+ iPhone users. This rocked the $400bn digital ads market, seriously harming the revenue of its bigger rivals in the lucrative industry and forcing them to rebuild their ad infrastructure.
Despite this, the company has been shaken by supply chain issues and moved a considerable amount of its manufacturing from China to India, and increased its Vietnam presence. This is because of multi-pronged production disruption in China, the second largest customer market for Apple, and triggered an estimated 10% revenue drop in the first quarter of 2023.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
204% employee growth in 12 months
Company
Company benefits
- Everyone has different needs and schedules, and that’s why we offer medical plans that cover both physical and mental healthcare
- In addition, employees have the option to access medical professionals from almost anywhere and get free confidential counselling — virtual or in person
- You could also be eligible for help with fitness-related expenses
- Our medical coverage plans include family-friendly features such as fertility treatments
- Because we know there’s more than one way to bring a new child into your family, we support all kinds of new parents with paid leave and our gradual return-to-work programme
- You also get paid time away if you need to care for an ill family member and free guidance to help you find support for childcare, elderly care, legal referrals and more
- At Apple, we make sure women earn the same as men performing similar work. As part of that effort, your salary history is history — we won’t ask
- Every employee here also has the opportunity to become an Apple shareholder, because all are eligible for stock grants and also a discount when purchasing Apple stock
- To help you prepare for retirement, our pension can help you meet your savings goals. And to help you prepare for the unexpected, you’ll have the security of multiple forms of income protection
- Plan on developing both professionally and personally. Apple University creates classes, seminars and beyond-the-classroom tools that help employees understand Apple’s culture, organisation, values, and role in the world. You can sharpen general business and software skills through online classes
- For more formal education related to advancing your career at Apple, we’ll reimburse you for certain educational expenses, including tuition
- Whether you’re exploring personal pursuits, welcoming a new child or caring for a family member, rest assured that you’ll have paid time away when you need it most
- When you give money to an eligible organisation, we’ll match your donations one-for-one, so your contribution is doubled. And if you choose to donate your time, we’ll contribute US$25 for every hour you volunteer. Whether you donate time or money, Apple will match your contributions up to US$10,000 a year
- Get the world’s best prices on the world’s best products — Apple products. You’ll also get deals on great third-party accessories
- And there are services to help you manage life’s day-to-day tasks: dinner reservations, pet-sitters, shopping, personal travel, financial guidance and more
Company values
- We believe that we’re on the face of the Earth to make great products
- We believe in the simple, not the complex
- We believe that we need to own and control the primary technologies behind the products we make
- We participate only in markets where we can make a significant contribution
- We believe in saying no to thousands of projects so that we can really focus on the few that are truly important and meaningful to us
- We believe in deep collaboration and cross-pollination of our groups, which allow us to innovate in a way that others cannot
- We don’t settle for anything less than excellence in every group in the company, and we have the self-honesty to admit when we’re wrong and the courage to change
Company HQ
Cupertino, CA
Articles
Leadership
Tim Cook
(CEO, not founder)Joined Apple in 1998 and held various senior roles before being promoted to CEO in 2011. Previously Spent 12 years with IBM, most recently as director of North American Fulfilment, where he led manufacturing and distribution functions for IBM’s Personal Computer Company in North and Latin America
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