Regional Service Lead

Starting salary will be based on experience and credentials

Chicago, IL, United States

Description

Dyson’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 this focus is product service. Dyson is looking for an individual who can specifically help drive the Quality department's agenda within a number of markets (a Region), focused specifically on Customer Service environments.

The role includes the capability to review the various functions of established market service teams, their adherence to safety process and the readiness of markets to support when launching new products. The successful candidate will be capable of being both an auditor and a process engineer – assessment followed by improvement recommendations! This regional role will be supported by a centralized Dyson Service Support team within Quality – they will help bridge the gap between theory and practice.

Market Overview

Dyson landed in the US in 2002 and within 24 months our technology was a market share leader. Our bustling HQ is based in the historic Montgomery Ward Building, overlooking the Chicago River. Just west of the city in Aurora, our dedicated US Customer Care team now numbers 160 people. In total, there are over 600 Dyson employees working in multiple functions across the US.

Dyson US is still growing. We are poised to double our footprint and take on new categories. Already a target for our competitors, challenging times are ahead, but our battle-hungry US team are truly fired up!

Function Overview

Dyson products are built to last, as well as perform. To do this we invest heavily in performance and reliability testing, building our own machines to test our machines. Twenty-four hours per day, seven days a week, we put them through their paces. We analyse data and customer feedback, relentlessly improving product safety, reliability, usability and customer satisfaction. Each generation of Dyson technology must set the benchmark for the next.  With so many new categories on the way, our Global Quality and Reliability team will need to be more inventive than ever; vital to Dyson's future technology.

Accountabilities

Launch readiness help enable markets to be 100% capable of supporting customers when new products launch

  • Support both the markets and quality categories to complete full cost and reliability assessments for all NPD (based on local knowledge) to determine the appropriate service treatment for each product and refine at agreed milestone intervals
  • Assess and outline requirements to enhance/change regional service infrastructure to ensure high quality repair & service for Dyson NPD (e.g. clean rooms, line lay-out etc.)  
  • Complete topline cost assessment to determine the role of repair vs. exchange, Field Service vs. Return to base, Dyson owned vs. outsourced repair, etc.
  • Liaise with Dyson Service Support to help design a multi-level approach to NPD service proposals which will allow a lightweight treatment proposal for next gen technology
  • Ensure markets are always briefed effectively

Monitor effectiveness/efficiency of repair & implement improvement plans alongside local service management

  • Monitor the quality of repairs to establish adherence to agreed Dyson Quality Repair Standards (DQRS). Report findings regularly
  • Evaluate current regional service capabilities and assess efficiency of repair process, looking to drive improvement in: turnaround time, quality, engineering capability, etc.
  • Own formation and delivery of the regional service workshop roadmap, developing this in hand with the markets
  • Support markets in workshop design and layout to optimize all processes
  •  Liaise with markets/region to track and report monthly performance

Local service solutions – help existing/new markets trying to build a service (fix) capability

  • As new markets emerge support the local team in design, creation, implementation of a service infrastructure – including assessment/audit of 3rd party groups services
Retail returns and local rework

  • Work with local markets to assess the validity of optimizing the returns/refurbishment processes with a view to driving incremental revenue growth through B2C sales of refurbished product 
  • Drive higher recovery rate through installing better working practices
  • Support markets in workshop design and layout to optimize all processes
Change control

  • Monitor & assess the effectiveness of change implementation across both product & process – support local staff in the understanding of both technical product change and process improvement

Skills

  • Previous exposure to Manufacturing and Production operations environment
  • Clear understanding of CS operations and processes
  • Technical communication written and oral   
  • Excellent organizational ability
  • Self-motivated and an exceptional team player
  • Good communicator both internally and externally
  • Strong analytical ability
  • Ability to grasp of basic engineering principles


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. 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. Dyson's vibrant culture includes the latest gadgets and a relaxed dress code. It's engineering spirit creates an exciting team environment geared to fuelling and realizing both individual and corporate ambitions.
 
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  Determinations of requests for reasonable accommodation are made on a case-by-case basis.

Posted: 20-Mar-2017