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Aftermarket Manager

Summary

Salary
Competitive
Team
Repair Services
Location
Turkey - Service Centre

About us

Dyson is a technology and engineering pioneer and currently operates in the categories of Floor Care, Personal Care, Environmental Control (“Air Multiplier” bladeless fans/heaters/humidifiers/purifiers), Lighting, and Professional (“Airblade” hand dryers).  Dyson began 22 years ago with James Dyson and a handful of engineers questioning everyday products, thinking differently and making them better.

Dyson invented world’s first bag-less vacuum with Root Cyclone™ technology, and also the bladeless fans with Air Amplifier™ technology. Currently Dyson holds 4,550 patents and patents holding, and have a team of over 2,000 engineers and scientists. Dyson also holds a Queen’s Award for Innovation.

Dyson vacuum cleaners are now available in 70 countries worldwide, and on average one machine is sold every 5 seconds. 90% of our machines are sold overseas; this was 30% just 10 years ago. Dyson was recently awarded the Queen’s Award for International Trade, which reflects the company’s growth over the last few years. We are now the world's number one vacuum cleaner manufacturer by value in the UK, US, Western Europe, Japan, Hong Kong, Taiwan, Singapore, and Australia.

“That’s really what Dyson is all about – new thinking to solve everyday problems.” - James Dyson

Dyson established its first office in Turkey, to be based in Istanbul on October 2018 and Dyson Turkey has been launched in April 2019. Beginning with triple launch, Dyson relentlessly invests to grow in Turkish Floor Care, Hair Care and Environmental Care categories. The company, at the beginning with a small leadership team and full support from the Regional Hub and Group, is a growing company with the spirit of an energetic and passionate start-up. The exciting growth journey of Dyson in Turkey started and continues

About the role

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. 

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  Contact center and ensure Contact center is updated at any time about escalations/spare parts shortage to manage Owners as per Happy Owner process.

  • Manages Customers complaints with contact center

  • 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 contact center

  • 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/repairs 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 & contact center teams 

  • Ethics/Values/Integrity/Trust 

Benefits

  • Performance related bonus

  • Private medical insurance

  • Life assurance

  • Discounts on Dyson machines

#LI-DYSON


Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.

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.