Director, Repair Experience

About us:

Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people. Dyson launched in the US in 2002, and since then operations have grown exponentially. Our US headquarters is based in Chicago's Fulton Market neighborhood. We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Store’s across the country. 

About the role: 

The Director, Repair Experience will be responsible for strategic management of the Dyson US repair network in all aspects.  Main responsibilities including leading 30 Dyson Service Centers, repair training, budget responsibilities, managing onging P&L responsibilities, manage all service activities internally as well as with 3rd parties, monitoring repair quality, managing the warranty process, and providing technical assistance internally and for our business partners.  The National Director of Technical Service is responsible for supervison of all service network staff.  This position reports to the VP of Customer Experience.  This position requires 30% travel and time in the field.  This position requires both field work as well as office based responsibilities. 

MAIN ACCOUNTABILITIES AND SUPPORTING ACTIVITIES:

Develop & implement service strategy in line with company strategy 

• Support creation of annual budget for service department and manage all cost while driving revenue where appropriate.  
• Constantly review service network to drive efficiencies in cost and customer satisfaction. 
• Responsible for P&L review and strategic management for entire Service and warranty network. 
• Drive the development and implementation the Dyson Service Center (DSC) strategy  
• Partner with Customer Service on the expansion strategy, including site selection, scale-up and execution. 

• Collaborate with Sales, Marketing and Customer Service teams to gain buy in from senior internal stakeholders on key decisions. 
• Ensure progress against plans are well communicated through delivery of a joint sales and marketing plan. 
• Utilize research and analysis to support the development of strategic plans for DSCs to exceed sales goals and achieve best return on investment  
• Partner with Head of Digital to maximize owner learning and Service Center operations  

Technical Service & DSC people management 

• Encourage and support a "one team, one plan" environment. Facilitate and encourage interaction/cross functional working and experiences (ex: offsite visits to the warehouse and repair centers, call center listening, etc). 
• Ensure Team operates daily with the Iconic Service Goal 

Repair Network Management 

• 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 internal service team 
• Ensure team takes lead in communications with partner that service Dyson floor care product 
• Manage new dealer contract process 

• Manage consumer direct service process 
• Strategically manage national independent service network 
• Manage Sears 3rd party repair partnership 
• Manage Regional repair network 

Systems support 

• Manage Dyson Service X-Net system and constantly re-evaluate and potential opportunities to drive efficiency. 
• Review and manage all Service network systems 
• Support Dyson Central system as it relates to repair partners in the U.S. 
• Ensure system updates are enacted for new dealers as well as terminated service centers 

Technical Support 

• 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. 

Manage Warranty claims process 

• Training Service Dealers in warranty claim submittal 

• The intake of all warranty claims from all repair channels 
• Auditing all warranty claims to ensure quality of repair and data submitted 
• Maintaining Warranty Claims file 

Other Duties 

• Constantly re-evaluate needs and opportunities to best support Dyson consumer. 
• Ensure Technical Service Team is routinely evaluating ongoing training needs 
• Ensure Technical Service Team works cross functionally to support Dyson Technical training and support needs 
• Other duties as required 

About you:

• Eight or more years managing Service team required. 
• Experience managing multiple employees Required 
• Sales/Account management experience preferred 
• Bachelor’s Degree preferred or commensurate work experience 
• Basic Electrical knowledge required 
• Basic Mechanical knowledge required 
• Experience in position with heavy travel requirements preferred 
• Experience managing budget required 
• Experience negotiating service contracts required 
• Experience recruiting service partners required 
• Experience managing warranty claims process’s preferred 
• Basic knowledge of Cluster Mapping to optimize geography of service network required 
• Ability to understand the Dyson brand and uphold its integrity 
• High level of computer literacy including intermediate level experience with Microsoft Office 
• High level ability to troubleshoot product faults and provide proper resolution 
• High level of customer service orientation required—a desire to help or serve others, to identify and meet their needs 
• Strong written, verbal and interpersonal communication skills 
• A meticulous approach to planning and organizing including a proven ability to prioritize tasks and meet strict deadlines 
• Proven ability to build and maintain strong relationships with people at all levels of a business 
• Knowledge of Dyson products would be a distinct advantage 
   

Benefits:

At Dyson, how we reward you is linked to our high-performance culture. But it’s about more than salary and bonus. Through a package of financial, lifestyle and health benefits, we support whatever stage of life you’re in and the moments that matter.

Financial benefits:

• 401K with up to a 4% match
• Company paid Life Insurance and AD&D
• Flexible Savings Account (FSA) and Health Savings Account (HSA)

Lifestyle benefits:

• Competitive Paid Time Off Benefits including Separate Holiday, Sick, and Vacation Time
• Pre-tax Commuter Benefits (applicable areas only)
• Generous Child Care Leave Program
• Wellness Program
• Employee Assistance Program
• Generous Dyson Product Discounts

Health benefits:

• Multi-Level Healthcare Coverage Options
• Vision & Dental Coverage
• Company paid Short-Term and Long-Term Disability
   

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.