Owner Experience Manager


As per the industry standards
Customer Service
Gurgaon, India


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.


• 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




  • 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


As per standards

Posted: 12 March 2019