- Job Number: 29483518
- Santa Clara Valley, California, United States
- Posted: Nov. 2, 2013
- Weekly Hours: 40.00
Job Summary
Imagine
what you could do here. At Apple, great ideas have a way of becoming
great products, services, and customer experiences very quickly. Bring
passion and dedication to your job and there's no telling what you could
accomplish.
As a part of the Worldwide AppleCare organization, the Region Manager
holds a key position responsible for managing Apple’s Authorized Service
Provider network to ensure flawless execution of post sales support for
Apple’s customers within North America. The Region Manager works
collaboratively with a team of peers and reports to the North America
Field Service Manager. This role works cross functionally to deliver
against the overall strategy of the North America on-site services team.
Key Qualifications
- -Operations experience in a fast-paced organization.
- -An avid user of Mac OSX who holds a passion for Apple’s innovative products with a strong aptitude for technical learning.
- -Intermediate/advanced expertise with industry standard tools (e.g., Microsoft Excel, SAP, etc.).
Description
The
Region Manager is responsible for:
-Leading, planning, and directing all aspects of field service account
management and customer services delivery within a North America Field
Services region
-Partnering with the Regional Managers and working through the Field
Service Account Managers to ensure customers’ receive a premium service
experience by actively managing and influencing Apple’s 1500 Authorized
Service Providers to execute at exceptional levels.
-Delivering enterprise level support for Apple’s institutional and
enterprise customers
-Ensuring high customer satisfaction while lowering operational cost by
managing Apple Authorized Service Providers to key metrics
-Providing regular operational reporting in relation to success
indicators; develop and execute against action plans to address areas of
concern.
-Managing service events, which may include, but isn’t limited to
compiling and analyzing detailed report data to determine areas for
improvement which is then followed up with designing, implementing, and
measuring changes needed to improve service delivery.
-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 Authorized Service Provider incentive programs to motivate
Service Providers to hit key metric targets.
-Developing and managing timely project plans to complete various new
customer service contracts.
-Writing and/or editing existing procedures for implementing service
strategies.
-Building partnerships and working collaboratively across other
organizations within and outside of Apple.
The successful candidate will approach his or her work in the following
ways:
-Balances tactical details with the overall strategy.
-Can marshal resources to get things done while orchestrating multiple
activities simultaneously to accomplish a goal. Uses resources
effectively and efficiently. Arranges information and files in a useful
manner. Is operationally strong.
-Accurately scopes out length and difficulty of field service tasks and
projects. Sets objectives and goals for self and specific areas of
responsibility. Breaks down work into realistic process steps.
Anticipates and adjust for problems and roadblocks. Measures performance
against goals. Evaluates results and holds self-accountable.
-Effectively works with, creates and manages cross-functional teams to
effect change. Relates well to all kinds of people and possesses the
ability to manage up to management, down to Suppliers, and across to
peers. Builds appropriate rapport. Builds constructive and effective
relationships. Uses diplomacy and tact. Tactfully discusses difficult
issues with suppliers.
-Learns quickly when facing new problems. A relentless and versatile
learner who is open to change. Analyzes both successes and failures for
clues to improvement. Experiments and will try anything to find
solutions. Enjoys the challenge of unfamiliar tasks. Quickly grasps the
essence and underlying structure of anything.
-Easily makes connections among previously unrelated notions and readily
sees the big picture.
-Is dedicated to meeting the expectations and requirements of internal
and external customers. Acquires first-hand customer information and use
it for improvements in products and services. Acts with customers in
mind. Establishes and maintains effective relationships with customers
and key internal stakeholders while gaining their trust and respect.
-Makes decisions in a timely manner, sometimes with incomplete
information and under tight deadlines and pressure. Is able to make a
quick decision. Makes good decisions based upon a mixture of analysis,
wisdom, experience, and judgment.
-Communicates concisely and clearly both orally and in written form.
Education
-MA/MS/MBA preferred
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