- Switzerland - Service Centre
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
About the role
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
Fluent in German and English
25 days holiday
Possibility to work from home
Attractive Pension scheme
Company bonus scheme
24/7 accident insurance
Discount on Dyson machines and Corporate Benefits
Fruits, coffee, tea, water
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.