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For your reference, we have included the original job posting below.
AppleCare Field Service Regional Leader
Job Number:
25686838
Company Name:
Apple
Job Category:
Information Technology
AppleCare Field Service Regional Leader
Requisition Number 5324453 Job title AppleCare Field Service Regional Leader Location London - Hanover Street
Country United Kingdom
City London
State/Province Greater London
Job type Full Time
Job description Job Title : AppleCare Field Service Leader, Central Region (Covers Germany, Austria, Switzerland, Netherlands, Be/Lux, Poland, Baltics & East Europe)
Job Purpose:
Manage a team of Country Managers and Field Service Account Managers for the specified region. Account management - driving the Service Providers to perform against company goals. Participate in the development and implementation of processes, systems and procedures. Take responsibility for Regional & Country P&L and drive to achieve AppleCare Sales targets. Maximise the Customer Satisfaction scores for customers requiring service on their Apple product.
Key Accountabilities:
Management of the Apple Authorized Service Provider Channel for Direct and InDirect countries to optimise repair capacity, parts return time, time for AASP's to mark orders as completed, CND (no repair) %, Cost Per Repair, Parts usage rates and any other business critical metrics. Regional ownership to achieve best-in-class performance and Account Management practises in EMEIA with focused team development and performance management principles. Monitor Customer Satisfaction and Account Management metrics for outliers and take appropriate action wherever necessary to improve. Ensure that AASPs are complying with contractual requirements in practise and in spirit. Overall AppleCare representation within the region for anything related to Service & Support. Facilitate communications and collaboration across teams on Telco management, Program implementation and in-country activity that the wider AppleCare team needs to be aware of. Understand the needs of the Sales routes to market and devise plans to map Apple's service solutions to these needs and therefore drive scalability and an excellent Customer experience. Work with AASPs to ensure programs are implemented effectively. Ensure the AASP network for the region is scalable, high quality and coverage is optimised. Work with training resources to ensure adequate levels of Technician knowledge are maintained within each AASP. Maintain existing database of all channel management activity across all areas of influence (key contacts, visit reports, actions, improvement programs) to drive best-in-class professionalism and efficiency in service channel management.
EDUCATION AND/OR EXPERIENCE:
A Bachelor degree in computer science or related field is required, along with experience that is directly related to the duties and responsibilities specified, as well as managerial/supervisory experience.
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
Full knowledge of customer service functions, procedures, techniques, systems, and quality of service measurements. Ability to analyze and interpret the needs of customers and offer appropriate solutions. Ability to develop, plan, and implement short- and long-range goals. Ability to foster a cooperative work environment and motivate staff to peak performance. Skill in examining and evaluating operations and developing and/or re-engineering operating strategies, systems, and procedures. Ability to provide technical leadership and project management within area of professional expertise. Ability to supervise and train employees, to include organizing, prioritizing, and scheduling work assignments. Demonstrated customer service skills, and ability to meet multiple deadlines. Skill in the use of computers. Working knowledge of Apple products. Strong Influencing skills, with Senior management / Execs Leadership qualities Great Presentation skills Excellent written communications for internal and external audiences Native plus English Language
