Senior Reliability Engineer
$ competitive compensation
Toronto, Canada, Canada
DescriptionThe Senior Territory Engineer will report into Dyson’s Regional Quality Team and will become the guardian of quality for all products, with safety, satisfaction and reliability forming the three critical elements of the role. Managing local market and engineering requirements, this individual will continuously assess in-market product performance and operational process adherence.
Dyson OverviewThings move quickly at Dyson. In twenty years, what began with one man and one idea has grown into a global technology company, with 6,000 people and a presence in over 70 countries. From Malmesbury to Malaysia to the US to Australasia and many countries in between, we’ve sold over 80 million machines. And it’s just the start. From 2016 our Malmesbury HQ is doubling its footprint. The US, our biggest market, is doubling their sales scope. And new frontiers are opening up across South East Asia and beyond. More people, more ideas and more space for more invention. The next four years will be our biggest and busiest yet.
Market OverviewDyson Canada opened in 2006 with 10 employees and two vacuum models. Within two months it had secured the number one market share. There are now over 100 people selling vacuums, fans, heaters, air purifiers, hand dryers and now hair dryers coast to coast. We think big, pushing into uncharted territory and strategizing new category expansions for the coming years. Based in downtown Toronto, our Head Office borders the financial and theatre districts, surrounded by some of Canada's most inspiring urban engineering. From our open-plan office to social get-togethers, everything is designed to build the team spirit and hunger that drives our success. Outside Toronto, our sales representatives and demonstrators bring Dyson technology to our consumers in their home provinces – from the Atlantic to British Columbia.
Function OverviewDyson’s product range is continually expanding and the technology being used becoming more complex – which means teams who design, build and support those products need to grow and change with these evolutions. One area which requires focus is product quality. Dyson is looking for an individual who can specifically help drive the Quality department’s agenda by providing local market knowledge whether it’s actual or perceived customer quality insight.
Early Warning Activities
Provide monthly reporting of service part usage, highlighting any emerging issues to support Reliability in prioritising activity for investigation. Obtain data from multiple market sources & analyse to extract trends and escalate accordingly. Including retailer data, local service centres, contact centres, review of model & part usage & general in-market feedback. Collate and summarise market feedback with relevant sizing to support the financial justification for implementing changes. Undertake monthly product audits in the local warehouses to support the Quality team with continuous improvement of manufacturing process.
Identify any customer reported issues from all possible channels of communication and escalate accordingly. Support with estimating the size of reported issues, recovery of samples, investigations and audit of process adherence as required.
New Product Launch Activity
Audit newly released products at point of entry to market to provide confidence in product quality at launch. Report any product issues appropriately and provide clear information to support decision making on stock release. Review and summarise customer market commentary over the first three months of sales to identify issues quickly, including contact centre interactions, online reviews and retailer feedback. Perform basic engineering analysis of returned faulty parts or products in order to identify the actual failure modes driving customer complaints. Act as a point of contact in market for product information, providing clear & concise updates of product quality and escalating any reported issues to the wider business.
Customer Data Analysis
Analyse data from online customer reviews in order to identify the main symptoms of customer likes and dislikes. Undertake customer comment Paretos of data recorded by the customer service team in order to identify the main symptoms of customer complaints.
Support the customer service & legal teams with any liability claims, providing engineering insight into reported issues. Provide reports to engineering & the local market on cost to business and trends in failures. Provide engineering support to other areas of the business when necessary. Activities may include but not limited to customer care and service support, product refurbishment, technical training, product rework and product compliance. Support the Quality Insight team with the organisation and delivery of trials for new products and prototypes in the home environments in order to identify issues before launch.
- A degree in a relevant engineering or science discipline (or equivalent qualification)
- Knowledge and understanding of common manufacturing processes for domestic appliances and basic quality control processes
- Excellent organisation skills with the ability to multi-task and manage time across multiple activities
- Strong analytical problem solving skills with an keen attention to detail
- Willingness to get stuck in, get your hands dirty and be a flexible team player
- Desire to continually improve products and processes
- Excellent general communication skills, both written and verbal
- Ability to work effectively as part of a cross functional team with the wider business functions
- Capability to report complex technical issues upwards to Exec level with clarity and confidence
- Competent Microsoft Office Excel skillset
- Flexibility to travel, sometimes at short notice within your region
- Multilingual language speakers preferred, but not essential