As a part of the AppleCare Repair Operations team, the Repair Centre Operations Manager will lead third-party repair centres across the EMEIA region.
Located in Ostrava, Czech republic, this role will have responsibility for the initial setup and day to day management of all operational elements of repair operations in region.
You will operate in a fast-moving and dynamic environment, where requirements can change at short notice and you need the ability to process data and requests quickly and operate where a high level of attention to detail is paramount.
You will need to have excellent communication skills, both written and oral and will need to be comfortable with ambiguity, run multiple priorities and have the ability and confidence to make data driven decisions based on performance metrics, cost and / or business priority.
Excellence should be a habit for the successful candidate
Display strong troubleshooting skill set
Primary interface between Apple and partner managed service centres on all operational elements. Working with third party companies (3PLs / OEMs) to establish repair operations centres across the EMEIA region.
Ensuring that repair centre (RC) operational metrics are managed to agreed SLAs (Ship clean, repair TAT, line capacity, looper rates, quality levels etc ) Responsible for taking care of day to day queries and ensuring that issues are resolved to Apple’s satisfaction Maintaining an overall view of all repair centre site activities and ensuring all deliverables are met Supporting Apple project processes from Operations perspective as required Identifying and recommending key process improvement opportunities to optimise operations processes.
Assessing and agreeing the cost implications of process change in conjunction with 3PL and Apple teams Managing the relationship between Apple and the repair centre management team Actively monitor any risks or concerns and respond immediately to mitigate any potential problems.
Consigned Inventory Control & Cycle Counting management with the OEM / 3PL Escalation point of major operational problems -
responsibility to drive issues to successful outcomes. Dedicated monitoring of security and maintenance aspects in the repair centres Weekly / Monthly reporting on repair centre performance to upper management.
Assessing and agreeing the cost implications of process change in conjunction with 3PL and Apple teams Develop effective working relationships across the company to ensure full understanding of business requirements are communicated and met by third parties.
Review vendor performance on a weekly basis and analyse all business metrics. Drive action and performance improvement plans when SLAs are not within acceptable ranges.
Lead weekly and quarterly business review meetings. Address any business operations issues that affect the partner’s ability to meet the requirements of the contract.
Run new vendor / program implementation readiness. Review partner invoices and approve for payment. Monitor operational / project budgets and provide status updates for finance and management.
Education & Experience