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Apple is seeking an experienced engineer to support AppleCare’s repair processes. In this role, you will be responsible for introduction, qualification and improving service processes in high-volume repair sites. You will partner with AppleCare and Operations engineering teams to set up and drive sustaining performance at a repair site, supporting a best-in-class customer experience to work towards product solutions, increase repair efficiency and control product quality.

The ideal candidate has a demonstrated track record of leading or supporting a fast paced service or production operation. You’ll have experience driving both strategic and tactical initiatives, and providing status to peers, executive management and 3rd party representatives. You have excellent verbal and written communication skills and are able to effectively interact across multiple levels in the organization. The ability to both work independently and as part of a large multi-functional team is essential. You’re passionate about manufacturing and seeking the best possible outcome at every opportunity.

The Technical Program Manager (TPM) will supervise, maintain and drive improvements in high volume screening and repair solutions at contract manufacturer sites in the Americas. You’ll join a team of TPMs tasked with driving innovative new service processes that will set the bar for quality in the service industry, while reducing our environmental impact, and improving the cost efficiency of service.

– Be an advocate for the customer, making sure that their needs are represented across all divisions of the company.

– Lead all site technical process performance and critical metrics, including test, inspection, quality, and repair processes.

– Investigate site technical issues, from identification and root cause to a working solution.

– Lead DOE cycles and development builds, repair line and process qualification

– Maintain and document globally consistent processes

– Implement and validate process changes.

– Find opportunities for process and quality improvement.

– Support investigation and resolution of critical issues by channel, escalation, and executive teams.

BS/MS in engineering field (manufacturing, industrial, or mechanical preferred)5+ years experience of industrial, manufacturing, process, or quality engineering in a manufacturing environmentExceptional focus on the customer experienceProvides direction, mentorship and resources to other engineering groups and project leaders as well as factory techniciansAbility to work independentlySolid understanding of failure analysis processes, tools and techniques for consumer electronics preferredExperience in root cause analysis and corrective action plan development and executionAbility to multi-task and lead meaningful priorities in a data-driven and results oriented mannerExcellent verbal and written communication skillsExperienced in documenting operating procedures and technical guidanceSolid understanding of statistics, and experience using quality methodologies such as design of experiments, statistical process control, sampling strategies, FMEA, and GR&R/CPKExperience defining Incoming Quality Control (IQC), Outgoing Quality Control (OQC) and field quality performance data to drive quality and efficiency improvementsSolution focused work ethic with a high degree of flexibility supporting multiple projects of varying complexity and priorityUp to 30% travel between sites would be required. Locations include and not limited to: Canada, Colombia, Brazil, Mexico, China, and domestic sites)