Technical Support/Response Engineer
Santa Clara Valley (Cupertino) , California , United States
Support and Service
Posted: Mar 23, 2021
Weekly Hours: 40
Role Number: 200231611
The people here at Apple don't just build products - they craft the kind of wonder that has revolutionized entire industries! It's the diversity of those people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Imagine what you could do here. Join Apple, and help us leave the world better than we found it! Are you passionate about investigating and resolving complex problems? In this role you will provide technical support, issue resolution, and assist with technical escalations from the US Customer Support Centers and international field service for Mac products and accessories. This role is responsible for monitoring field performance and publishing technical articles related to customer service and support.
- Minimum of 1 to 3 years of proven technical support experience
- Excellent written and verbal communication skills
- Excellent interpersonal, negotiation and influencing skills
- Experience interacting with customers, sales, and/or service representatives to handle a variety of post-sales service functions
Own technical resolutions and respond to technical escalations (via RADAR, electronic mail, and telephone) to provide technical solutions to the Support Center or in some cases directly to the end-customer. Responsible for troubleshooting, problem isolation, and problem resolution. - Drive failure analysis and issue resolution process with Design Engineering and Operations (specifically WW Quality) teams. Assist with monitoring fixes from the field to ensure effectiveness. - Provide content for technical documentation and articles used within AppleCare and for end customers via technical bulletins (KBase) and other means of technical information distribution. - Represent the "voice of the customer" in various cross-functional meetings to ensure product quality and customer satisfaction, to identify and escalate problems discovered in the field, and to track problem resolution. Create, manage, and communicate implementation of field support solutions. - Work closely with Service New Product Managers to identify potential issues in the product development phase. Ensure that issues found in previous products have been addressed in newer versions; provide design for serviceability input to the new product development teams. - Deliver training to peers and AppleCare Contact/Support Centers as the need arises. - Responsible for early-field-failure-analysis (EFFA) take-apart sessions. Ensure that EFFA sessions have the necessary products captured in partnership with the AppleCare Analysis team, the EFFA Capture Coordinator and AppleCare contact centers. - Maintain ongoing expert knowledge of diverse technologies. Act as a task force leader in the creation, planning, and implementation of technical articles to resolve product issues and to assist with troubleshooting. - Primary lead from AppleCare to support the Safety First product escalation process. - Some travel required (10%) to AppleCare contact centers and repair depots for Mac products.
Education & Experience
BS degree in an engineering discipline