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Global Aftersales Operation Manager

Summary

Salary
Competitive
Team
Repair Services
Location
Singapore - Technology Centre

About us

Dyson has 37 million interactions with our owners every year across multiple touchpoints and geographies. We recognise that excelling at service as well as technology is how we grow our business. Where our service is good we delight owners and directly drive advocacy and repurchase. We always put the customer first and in doing so look to implement technology solutions and ways of working that unlock rich and rewarding customer journeys and experiences. The world of Customer Service is continually evolving. Consumer expectations of what good service is increase and Dyson are committed to ensuring that we meet this demand and support owners when and where they need us.

About the role

This is a Singapore based position and is responsible for development, implementation, and effectiveness of Dyson Service Standards across all categories, and all products. The role sits within the Global Aftersales team and provides support to define and enhance Repair and Refurbishment quality in all markets.

This role will be the owner of the Dyson Service Standards and processes and will be responsible to develop and update as new products are launched, new service processes are developed, or new regulations go into effect, as well as develop, implement and participate in auditing workshops to ensure compliance.

Dyson Service Standards and Processes Development and Support:

  • Become a subject matter expert in Dyson service and refurbishment, and products across all product categories.

  • Design, develop and maintain process and standards for cosmetic, functionality, safety, and performance across Dysons repair and refurbishment workshops.

  • Gather and analyze technical and product information from various sources to document new or changing service standards requirements

  • Build relationships with internal departments, internal and external teams, across multiple disciplines.

  • Training employees on standards and procedures

  • Evaluate current service capabilities and assess efficiency of repair process, looking to drive improvement in: turnaround time, quality, engineering capability, etc.

  • Support markets in workshop design and layout to optimize all processes

  • As new markets emerge support the local team in design, creation, implementation of a service infrastructure – including assessment/audit of 3rd party groups services

  • Monitor& assess the effectiveness of change implementation across both product& process – support local staff in the understanding of both technical product change and process improvement

  • Monitor the quality of repairs and refurbishment to establish adherence to agreed Dyson Quality Repair Standards.  Report findings regularly

  • Keep updated of industry standards and regulation

Dyson Service Standards Audit Development and Implementation

  • Development and maintenance of audit and audit plan based on the Service Standards

  • Evaluate service processes for compliance with quality requirements

  • Assist in development of audit plans, audit schedules.

  • Participate in quality audits (or lead a team of auditors where needed)

  • Assist in development and execution of workshop self-audits/assessments

  • Identify list of deviations for correction and verify corrections as per established company standards

  • Preparing quality audit reports for management

  • Enhance quality across the entire service organization to provide a consistent high performance to Dyson owners.

About you

  • Bachelor’s degree or equivalent experience in service, refurbishment, or manufacturing or production environment

  • Experience with technical writing or in related job role

  • Strong technical aptitude – ability to quickly learn new concepts

  • Excellent organizational ability

  • Experience in creating documentation for audiences with different technical levels

  • Excellent writing, editing, proofreading and communication skills

  • Strong relationship building skills with the ability to build a network of connections both upstream and downstream within Dyson

  • Desire and ability to innovate and improve upon current processes

  • Ability to effectively and efficiently multitask

  • Self-motivated and an exceptional team player

  • Ability to grasp of basic engineering principles

Benefits

Dyson monitors the market to ensure competitive salaries and bonuses. Beyond that, you’ll enjoy a transport allowance and comprehensive medical care and insurance. But financial benefits are just the start of a Dyson career. Professional growth, leadership development and new opportunities abound, driven by regular reviews and dynamic workshops. And with a vibrant culture, the latest devices and a relaxed dress code reflecting our engineering spirit, it’s an exciting team environment geared to fuelling and realising ambition.

#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.