Lead Service Technician (Retail Environment)

$ Confidential

Southborough, MA, United States


Purpose of Position:
The Lead Service Technician supports the Dyson Service network by managing all service and repair activities at the specified Dyson-owned and operated service center. Responsible for oversight of Dyson Service center activities, accountable for all key KPI service levels. Duties will include hands-on service/repair of Dyson products, direct supervision of service center staff, quality assurance, on-site training, assurance of policy adherence, inventory management and other duties as required. This position reports to the Regional Service Manager.

Dyson Overview

1.(Global business – number of people, countries, offices, machines sold, expansion, bigger, better)

Things 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.

2.(JD story – one man and an idea, where it all began, still leads the business today, family owned)

Not many global technology companies can say they’re still led by the founder. But we can. The same man who invented the first bagless vacuum, who persevered for 15 years to sell his idea, then took on Hoover when they stole it. And the same man who, as our Chief Engineer, has personally overseen every Dyson invention since.

James Dyson still defines the spirit of Dyson today. His entrepreneurial edge and tenacity guide our fighting spirit. Still family owned, we’re fiercely independent. Who we are and what we invent is down to us, and us alone. And we remain committed to keeping it this way.

3.(Multiple categories – from vacuums to global technology business, the new product categories we’ve entered, our own motor, four categories to come by 2020)

Much has changed since James Dyson launched the bagless vacuum that started our business. In the time since, Dyson engineers have invented heat-free hand dryers, bladeless fans, long-life LED lighting and even our own digital motor.

Today, vacuums represent just half of our sales. And Dyson has even broader ambitions still. With a future technology pipeline spanning 25 years, the next few are set to be our busiest yet. 3,000 new people. 100 new machines. And four brand new product categories by 2020. So get ready for the next big thing.

4. (Problem solvers – our approach to engineering, we see problems and engineer better solutions, transplanting technologies for new purposes)

Why put up with vacuum bags that diminish suction? Why labour drying hands with slow, energy-hungry machines? Why should fans use blades or lightbulbs fail so fast? There’s always a better way. And at Dyson, our mission is to find it. Solving old problems with new thinking, to invent machines that work better.

But innovation isn’t easy. Our engineers experiment relentlessly, persevere through failure, and search for answers in unlikely places. And, to put the technology they invent into our owners’ hands, Dyson commercial people do exactly the same. Defying convention. From source, to shop.

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 now numbers 250 people. And in total, there are over 600 Dyson people working across the US in multiple functions.
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.

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.


This is what we need you to do...
Drive repair revenue to meet established targets
• Ensure service levels are met or exceeded
• Track and monitor key performance indicators including Net Promoter score measurements to ensure high customer satisfaction levels
• Ensure parts usage is aligned with target and adjust as necessary
• Supervise P&L, including shipping and labor costs, keeping within budget
• Meet or exceed key performance indicators of service levels within service location
• Actively pursue any opportunities for cost savings or revenue generation
Ensure best operational practices at service location to deliver established center goals
• Work alongside center staff as needed to repair products and help customers as needed
• Supervise performance of site staff to ensure optimal results
• Arrange and manage site schedule to ensure optimal coverage
• Handle and resolve escalated service, technical and customer issues
• Oversee and manage onsite inventory control of parts and finished goods
• Manage point of sales system and reporting functions
• Actively pursue any opportunities to deliver better customer service
Support training initiatives by partnering with Regional and National Service Managers to deliver high quality and effective training for employees
• Collaborate to develop new product training and continued product knowledge
• Ensure all process activity is communicated and Dyson service levels are understood
• Continually evaluate training needs and opportunities to best support consumer repairs within the service center
Utilize data to communicate success of service center to business
• Establish methods and tools to collect and analyze performance data
• Provide real time feedback on Technical issues to support Technical Service Team in improving customer service quality and product reliability opportunities
• Capture and report any emerging product reliability and safety issues
• Submit Weekly required reports on service activities within the service center
Fulfill other duties as required
• Relish opportunities to pick up new activities that fall broadly in the purpose of the role
• Take initiative to think outside the box and identify opportunities for improvement
• Identify problems and find solutions


Experience and Education
• Three to six years Product repair experience preferred
• High School Diploma or equivalent required, Bachelors Degree preferred
• Basic Electrical knowledge required
• Basic Mechanical knowledge required
• Experience in hands on repair and technical experience required
• Experience supervising P&L functions
• Experience supervising small teams preferred
• 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 supervise P&L functions required
• Ability to supervise 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
• Knowledge of Dyson products would be a distinct advantage
• Ability to lift, push and pull up to 50 lbs.


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: 27-Nov-2017