Owner Experience Manager

Summary

Salary
As per the industry standards
Team
Customer Service
Location
Gurgaon, India

Description

Owner Experience Manager leads the all India Dyson Service Engineers in our retail environment to provide on-site service, installation and technical support to Dyson customers.

Accountabilities

• Manage the service team nationally to provide Dyson customers with technical support including the servicing/repair/installation 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 on Quality issues to assist respective team on improving customer experience and product reliability opportunities.

• Capture and report any emerging product reliability and safety issues.
• Analyze & Submit daily/weekly reports of products and customers serviced. 

Other Duties

• Support Service Engineers 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

Skills

Experience

 

  • 10-14 years work experience in the field of customer service with brands who value great service.
  • High level of customer service orientation required—a desire to help or serve others, to identify, meet and exceed their needs and expectations
  • Continually evaluate training needs and opportunities to best support consumer repairs within the service center
  • High level ability to troubleshoot product faults and provide proper resolution
  • Strong presentation and people skills required
  • 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 businesses

•   Establish methods and tools to collect and analyze performance data

  • 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

Benefits

As per standards

Posted: 12 March 2019