Dyson

Company Name
Dyson

Address
29431 Kohoutek Way, Union City, CA, 94587, United States

Contact Name
Vandana Fotopoulos

Phone Number
3312567022

Email Address
vandana.fotopoulos@dyson.com

Company Website
jobs.dyson.com

Job Title
Lead Service Technician

Sector
Technology

Part Time/Full Time/Other
Full-Time

Is it a student job?
No

Wage/Salary
48000

Education Level
High School, Associate Degree, Bachelor’s Degree

Job Description

JOB DESCRIPTION
Job Title: Lead Service Technician
Reports To: Regional Service Manager

PURPOSE OF POSITION
The Lead Service Technician manages all service and repair activities at the Dyson service center. Your day will include direct supervision of service center staff, quality assurance, on-site training, assurance of policy adherence, accountability for all key KPI service levels, inventory management, hands-on service/repair of Dyson products and other duties as required.
MAIN ACCOUNTABILITIES AND SUPPORTING ACTIVITIES
Sales – 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

Customer Service/Operations – 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, repair 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

Training – 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

Data & Reporting – Utilize data to communicate success of service center to business Data & Reporting
• Establish methods and tools to collect and analyze performance data
• Provide real time feedback on repair issues to support 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
• Ability to lift, push and pull up to 50 lbs

INDIVIDUAL QUALIFICATIONS

Experience and Education Skills
• At least three years product repair experience preferred
• High School Diploma or equivalent required
• Basic Electrical knowledge
• Basic Mechanical knowledge
• Experience in hands on repair
• Experience supervising P&L functions preferred
• Experience supervising small teams preferred
• Ability to understand the Dyson brand and uphold its integrity
• Strong presentation skill
• High level of computer literacy including intermediate level experience with Microsoft Office
• Self-motivator with strong ability to work independently/remote
• 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
• Ability to supervise staff
• Strong ability to crunch numerical data to create action plans
• 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 is a plus

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

How to Apply
https://jobs.dyson.com/jobs/JobDetail/Lead-Service-Technician-Union-City-CA/18821

Expiration Date
November 30, 2018