As a part of the Worldwide AppleCare organization, the Field Service Operations Manager holds a key position responsible for leading a team that manages Apple’s Authorized Service Provider network to ensure flawless execution of post sales support for Apple’s customers. 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.
Ability to create, maintain and leverage stakeholder relationships, orchestrating multiple activities simultaneously to accomplish goals. Uses resources effectively and efficiently.
Ability to create, implement, and achieve realistic, aggressive goals to align with Field Services objectives within own area or cross-functionally.
Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure. Makes sound decisions based upon a mixture of analysis, wisdom, experience, and judgment.
The Field Service Operations Manager works collaboratively with a team of peers and reports to the North America Field Service Manager. The Field Service Operations Manager works in close alignment with the Regional Managers to deliver against the overall strategy of the North America on-site services team.
Leading, planning, and directing all aspects of field service account management and customer services delivery for North America Field Services.
Overseeing a team of direct reports, in support of the North America Field Services Regions.
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 1200 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.
Focusing on key Apple Authorized Service Provider metrics in order to improve customer satisfaction while reducing warranty expense and operational costs.
Building partnerships and work collaboratively across organizations within and outside of Apple.
Providing regular operational reporting in relation to success indicators; develop and execute against action plans to address areas of concern.
Solving problems and following up with action plans
Demonstrating execution of performance management standards with regard to day to day operations. Understanding the business impact of the performance/development needs for the entire team. Providing solid documentation that allows performance to be tracked over time. Continually working toward standardization and objective comparison of individual performance across the team. Championing the process and promoting performance differentiation.
Understanding Apple’s various transaction systems (SAP, PeopleSoft, etc)
Assists in the coordination of Field Service specific supplier business reviews with cross-functional AppleCare teams.
Demonstrates an innate ability to hire and develop key talent, increase expectations and hold direct reports accountable to drive results.
Normally requires BA/BS degree plus 5-7 years or MA/MS/MBA plus 2-5 years experience, or equivalent.
Apple - 12 months ago
Apple Inc.designs, manufactures, and markets personal computers, portable digital music players, and mobile communication devices and sells...