District Service Manager - Northeast Region

$ Confidential

Northeast Region - ME, VT, NH, CT, RI, NY, NJ, PA, VA, WV, United States




The District Service Manager supports the Dyson Service network by assisting in all sales and service activities in a defined region responsible for P&L responsibilities, oversight of Dyson Service centers, accountable for all key KPI service levels in the defined region. Duties will include providing onsite training, assuring policy adherence, field audits and remote technical support to the defined region. This Position reports to the Regional Service Manager. This position requires 85% travel. 

Market Overview

Dyson landed in the US in 2002 and within 24 months our technology was market share leader. Our bustling HQ is based in the historic Montgomery Ward Building, overlooking the Chicago River. A few hours down the road in Aurora, our dedicated US Customer Care team. But Dyson US is still growing. It’s poised to double its footprint and take on new categories. Already a target for our competitors, challenging times are ahead. And our battle-hungry US team are truly fired up.

Northeast Region - ME, VT, NH, CT, RI, NY, NJ, PA, VA, WV

Function Overview

Our Customer Service team epitomises Dyson’s problem-solving ethos. There’s no query our Ask Dyson teams can’t answer. And there’s no fault our Field Service engineers can’t fix.
Driven to turn owners into passionate advocates of the brand, our team makes each experience rewarding. It requires in-depth knowledge and genuine passion for Dyson technology. So we never miss an opportunity to talk about Dyson’s latest machines – and frequently sell products as well as solve problems. From letters and emails, to calls, online and social media, our team is constantly evolving to give better service.

Our Retail Sales teams epitomise the entrepreneurial spirit that has defined Dyson since day one: ambitious, commercially savvy, and strategically agile. We work with some of the world’s biggest retailers, implementing the most profitable long term business plans and driving innovative ways to put our technology into more hands. It requires managing multiple networks of Dyson people. And overseeing many different retail areas – from instore fixtures to online activation. It takes ownership, courage and tough negotiations. Being constantly driven to see clearer solutions and drive better sales.



  • Provide recommendations and lead action plans to improve customer service and operational effectiveness.
  • Provide coverage at Dyson Service Centers when needed in times of coverage gaps or there is a high volume of repairs to be completed.
  • Assist at Service Centers when needed in the scheduling, coordination, and ensuring efficient coverage is met.
  • Interview, train, and retain top talent throughout the Service Centers
  • Partner with the Safety and Service Training Lead to ensure that Dyson’s Iconic customer service expectations are executed throughout all Service Centers
  • Maintain effective business protocols are being followed including but not limited to policies, procedures, safety, store appearance, and operations.
  • Regularly lead and participate in Service Center and Leadership meetings.



  • Clearly communicate opportunities for improvements and action plan to resolve them to Regional Service Manager.
  • Submit Weekly reports on Service activities within region
  • Timely submission of travel itinerary information and company expense reporting


Other Duties

  • Actively pursue any opportunities to deliver better customer service
  • Actively pursue and opportunities at cost savings or revenue generation
  • Relish the opportunity to pick up new activities that fall broadly in the purpose of this role.



Experience and Education


·  Four plus years Product Training experience preferred


·  Retail environment experience preferred


·  Sales/Account management experience preferred


·  High School Diploma or equivalent required, Bachelor’s Degree preferred


·  Basic Electrical knowledge required


·  Basic Mechanical knowledge required


·  Experience in position with heavy travel requirements preferred


·  Experience managing P&L functions



·  Ability to understand the Dyson brand and uphold its integrity


·  Strong presentation skill required


·  High level of computer literacy including intermediate level experience with Microsoft Office


·  Self-motivator with strong ability to work independently/remote required


·  High level ability to troubleshoot product faults and provide proper resolution


·  High level of customer service orientation required—a desire to help or serve others, to identify and meet their needs


·  Ability to manage P&L functions required


·  Ability to manage staff required.

  • Strong ability to crunch numerical data to create action plans required
  • Strong written, verbal and interpersonal communication skills
  • A meticulous approach to planning and organizing including a proven ability to prioritize tasks and meet strict deadlines
  • Proven ability to build and maintain strong relationships with people at all levels of a business
  • Ability to demonstrate a sense of urgency when identifying areas of opportunity and executing plans to improve upon them.

Benefits Overview

Dyson US monitors the market to ensure competitive salaries, holidays and retirement plans. Beyond that, you’ll also enjoy profit-related bonuses and life and disability cover. But financial rewards are just the start of a Dyson career. Rapid professional growth, leadership development and new opportunities abound, driven by regular reviews and dynamic workshops. And with a vibrant culture, the latest devices and a relaxed dress code reflecting our engineering spirit, it’s an exciting team environment geared to fuelling and realising ambition.
Dyson is committed to providing reasonable accommodations to individuals with disabilities. If you are interested in applying for employment with Dyson and need a reasonable accommodation for any part of the application process, please send an e-mail with your contact information, the job number of the position for which you are interested in applying, and the nature of your request to careers.us@dyson.com or call (312) 706-2260(312) 706-2260. Determinations of requests for reasonable accommodation are made on a case-by-case basis.

Dyson is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities

Posted: 12-Feb-2018