Service Technician (Retail Environment)

$ Confidential

Salt Lake City, UT, United States

Description

The Service Technician position supports the Dyson Service Center by providing on-site service and technical support to Dyson customers.  This position is in a retail environment with weekend and evening hours necessary.

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.

Accountabilities

MAIN ACCOUNTABILITIES AND SUPPORTING ACTIVITIES: 
Technical Service & Support
• Provide Dyson customers with technical support including the servicing/repairing of their Dyson products.
• Responsible for the proper diagnosis, troubleshooting and repair of Dyson customer products to include vacuums and other products. 
• Manage and deliver a high-quality customer experience from the service/repair perspective.
• Properly manage parts usage and inventory as required and/or directed. 
• Provide real time feedback to Technical Service Team regarding technical support issues to assist team on improving customer experience and product reliability opportunities.
• Capture and report any emerging product reliability and safety issues.
Reporting
• Submit daily/weekly reports of products and customers serviced. 
• Any other reporting protocol required.
Other Duties
• Support Technical Service Team in evaluating needs and opportunities to best support Dyson consumer repairs in region.
• Assist Technical Service Team in evaluating ongoing training needs
• Support all repair products and/or training activity through personal liaison. Ensure all process activity is communicated and Dyson service levels are understood and exercised.
• Assist Technical Service Team in investigation escalated repair instances
• Other duties as required

Skills

Experience and Education Skills/Competencies
• Product Servicing/Repair experience required
• Customer Services/Sales/Relationship Management experience required
• Basic Electrical knowledge required
• Basic Mechanical knowledge required
• High School Diploma or equivalent required, Bachelors Degree preferred
 
 
 
• Ability to understand the Dyson brand and uphold its integrity
• 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, meet and exceed their needs and expectations
• Strong presentation and people skills required
• High level of computer literacy including intermediate level experience with Microsoft Office
• 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 and move 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: 13-Jun-2017