Summary

Imagine what you could do here! The people here at Apple don’t just create products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work.

As a Retail Field Support Lead, you will serve as a vital resource for the organization, providing expert assistance and troubleshooting for technical issues faced by our Retail Stores and internal teams. With a strong foundation in IT systems, software applications, and hardware components, the Field Support Lead efficiently resolves inquiries through various communication channels, including Help Central, email, and Slack. You'll possess excellent problem-solving skills and the ability to understand complex technical concepts, translating them into easily understandable terms for end users.

Description

In addition to offering support, you'll document issues and solutions, contributing to knowledge bases and improving service efficiency. You'll collaborate with Engineering, Program Teams, and Product Teams to relay user feedback and identify areas for improvement. You'll thrive in fast-paced environments, demonstrating strong communication skills, a customer and employee-focused mindset, and a commitment to enhancing user experiences.

Responsibilities

• Provide technical support to our Retail Stores worldwide and update support processes
• Provide feedback, insight, and recommendations to Engineering Teams by identifying, reproducing, isolating, and record bugs to our QA Engineers. Influence decisions through collaboration and leadership
• Clearly document and track defects to our engineering partners, striving for stability and quality for our retail systems
• Influence and direct project teams to follow standardized and defined processes, with ability to recognize problems caused by process and taking corrective action to improve process
• Assess product quality at key milestones to project leaders, development teams, and Retail leadership. Strive for continuous improvement to ensure consistent delivery of quality projects
• Support the opening of new stores, relocating existing locations, and refreshing stores (where applicable) through the lens of Retail Technology. Assist in maintaining lab space
  
  

Minimum Qualifications

• Direct work with Retail Interactive Systems (e.g. AV Control, AV hardware, Retail JSS, Retail Demo Manager, SAP, Merchandising, etc.)
• Familiarity with supporting the opening of new stores, relocating existing locations, supporting expansions of existing locations, and supporting refreshes (where applicable) through the lens of Retail Technology
• Ability to work with minimal supervision and influence cross-functional team members
• Ability to be on-call for P1 issues supporting a follow the sun model (12 hours a day) including weekends
  
  

Preferred Qualifications

• Demonstrate problem solving, time management and analytical skills
• Awareness of different software development models
• Experience supporting peers in projects related to Interactive technologies and business process re-engineering initiatives
• Detail-oriented with excellent communication and organizational skills; outstanding interpersonal skills
• Ability to function in a fast-paced environment, prioritize projects under deadlines and change course based on business needs or environmental conditions