Assistant Manager, Repair Center

About Us

Dyson is a global technology enterprise. We solve the problems others choose to ignore, with surprising new inventions that defy convention and simply work better. We’re growing fast and our ambition is huge – more categories, more locations, and more people.

From its beginnings in cyclonic vacuums, Dyson’s portfolio has grown to include five main areas of technology: Cord-free and corded vacuum cleaners, hand dryers, lighting, environmental control machines (purifying fans, heating and cooling fans and humidifiers) and hair styling tools, which are sold in more than 82 countries across the world. We are on a mission to improve our customer’s lives: whether that be by making the the air they breathe safe and clean, or connecting them to high performing machines, which keep their homes clean.

About the role

The Assistant Repair Manager's role is focused on supporting the Repair Manager in all operational, administrative, and strategic activities, ensuring the overall success of repair operations. By acting as a dependable assistant, they help reduce the workload of the Repair Manager, contribute to efficient team management, and enhance customer satisfaction.

• Strategically drive and manage all functions of the Dyson Service Center network.
• Work cross functionally to strategically manage Service Repair network for quality and efficiency while managing Technical Service and Repair budgets and monitoring repair ratios.
• Manage 3rd party repair partnership.
• Support New Product Development to optimize ability to service product prior to launch.
• Ensure Technical Service team provides Technical Support of fault diagnosis and proper repair/troubleshooting direction to repair network via both Phone and email on a timely basis.
• Ensure Technical Service team provides real time feedback on technical support issues to support Technical Service Team in improving customer service quality and product reliability opportunities.
• Capture and report any emerging product reliability and safety issues.
• Ensure all Technical Service Bulletins, Service Manuals, and any other relevant training materials are provided to service partners.
• Constantly review service network to drive efficiencies in cost and customer satisfaction.
• Support the creation of annual budget for service and transform the current DSC cost centre model by transforming both the cost base and revenue return delivering a sustainable profit centre.
• Execute the refurb strategy in line with Dyson standards and methodology.
• Engage key global stakeholders to understand best practice, future evolutions of process to ensure early adoption and future alignment.
• Ensure service team provides technical support of fault diagnosis and proper repair/troubleshooting direction to repair network via both phone, face to face and email (where appropriate) on a timely basis.
• Regular analysis of part usage, repairs, and retail returns data
• Help transform the Service Centres from a cost centre to a Profit centre. Identify opportunities for revenue generation and profit maximization.

About You

• 6-10 years’ experience in a repair service center management or 3rd party vendor management.
• Track record of KPIs management in Customer Service Operations
• Statistical skills (MS office-Data Analysis)
• Strong diagnostic and repair process & system knowledge
• Budget and cost control skills.
• Inventory management experience with Warranty process understanding.
• Experience in building working relationships across multiple functions
• Extensive experience in consumer-focused businesses and problem-solving skills
• Bachelor’s degree preferred
• Proven business planning capability
• Communication skills (English and Korean) both verbal and written
• Strong interpersonal and strong team player

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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.