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Aftermarket Manager Germany & Austria (m/f/d)

Summary

Salary
Competitive
Team
Planning and Retail Operations
Location
Germany - Cologne Office

About us

Dyson is a global technology company founded in 1993 in Malmesbury, UK. Over 15,000 people, including James Dyson himself, spend their days strategizing, inventing technology and telling the Dyson story to the world. It's all about better ideas and better technologies to solve other people problems.

Since 1998 Dyson can be found on the German market. Over 150 people are responsible for the marketing and selling out all our Dyson products.
 

About the role

This role is located in Cologne, Germany and limited to 12 months.

This position is responsible for Aftermarket operations of his/her country for all products’ categories, assuring daily contacts with the repair centers (& refurbishment center).

He/ She is the single point of contact/referent for the country regarding Aftermarket matters. He/ She drives appropriate actions with respect to Repairs NPS ( and all other correlative NPS).

He/she deploys in the market any Global/European initiative.

Essential duties and responsibilities

  • Ensures management & execution of Aftermarket operation in his/her country on all categories of products as per defined policy/processes and Dyson quality standards

Repairs management ( Ordering/Fulfillment)

  • Ensures repair center proceeds in a compliant manner with Dyson quality standards & expectations

  • Is accountable for repair lead-time and service level in the  country  (monthly reporting & non-performance root cause analysis)- He/ She leads Monthly Business reviews with the support of Europe Head of Aftermarket – He /she should behave as the repair center account manager.

  • Communicates /handles with repair centers any IT issue

  • Is accountable for providing repair forecasts and spares forecasts

  • Collaborates and contributes to helping Dyson detecting quality issues and improve quality or quality of repairs.

  • Ensures set up /deployment

  • Manages repair workshop manager ( Dyson in house)

  • Maintains regular reporting to ensure good follow-up of the activity

Operational interactions

  • Raises Pos, checks Invoices

  • Monitors Credit and accounts payable

  • Monitors courier performance (and costs with Logistics counterparts)

Service Request management

  • Manages communication with CPM and ensure CPM is updated at any time about escalations/spare parts shortage to manage Owners as per Happy Owner process.

  • Manages Customers complaints with CPM

  • Adheres to Happy Owners process

  • Ensures SLA of SRs

Escalations

  • Manages escalations linked to capacity shortfall/IT issues/contact center or courier performance.

Spares parts

  • Ensures spares parts stock is managed appropriately ( accuracy objective/level of inventory in $ and volumes) with the support of the workshop manager

  • Ensures required spares are available and raise alerts

  • Informs and Manages shortages with CPM

  • Is up to date at any time about supply situation

Project management

  • Supports and deploys any European initiative /project locally

  • Accompany Salesforce deployment in repair centers

  • Is up to date on new products launch

  • Evaluates & proposes improvement projects in the country, ensures continuous improvement for throughput and cost reductions

  • Is the country ambassador towards Europe, ensuring feedback back and forth regarding Aftermarket

  • Provides feedback and reporting to Europe team to improve our Aftermarket operations/services ( NPS driven)

  • Fosters a sense of teamwork throughout the organization.

About you

  • Bachelor degree

  • 3+ years’ experience in Service ideally , or operations or manufacturing environment

  • Outstanding organization skills and attention to detail.

  • Experience in working independently and leading projects

  • Ability to meet deadlines

  • Teamwork oriented / Ability to work across countries

  • Strong communication, interpersonal and problem-solving skills, ability to work across functional areas

  • Computer skills

  • Strong communication and adaptation skills  to insure  good partnership with our repair center & CPM teams

  • Ethics/Values/Integrity/Trust

Benefits

  • Company Bonus Scheme

  • Pension scheme

  • 30 days holiday

  • Subsidized sport activities

  • Jobrad (Bicycle leasing)

  • Discounted Dyson machines

  • Corporate Benefits

  • Working from home

  • Fare Subsidy for local public transport or on-site parking

  • 24/7 accident insurance

  • Relaxed dress code

  • Flexible working hours

  • Coffee, tea, water and ice cream in the summer

Please submit your application documents in English.

#LI-DYSON


At Dyson, it's about more than our machines. We recognise that our success comes from our inventive people. We believe in including everybody and supporting you on your journey with us

Interview guidance

We are following the government guidelines regarding COVID19. At this time all interviews will be conducted via video or telephone. We’re taking these precautionary measures to protect both our employee and candidate wellbeing. Our Talent Acquisition team will work with you and provide further information as appropriate. 

Closing date: 31 October 2021