- Planning and Retail Operations
- Germany - Cologne Office
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
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
Manages escalations linked to capacity shortfall/IT issues/contact center or courier performance.
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
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.
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
Strong communication and adaptation skills to insure good partnership with our repair center & CPM teams
Company Bonus Scheme
30 days holiday
Subsidized sport activities
Jobrad (Bicycle leasing)
Discounted Dyson machines
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.
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
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.