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Global Aftersales Support Manager

Summary

Salary
Competitive
Team
Owner Experience
Location
Singapore - St James Power Station Headquarters

About us

Dyson has 37m 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.

The Aftersales Support Manager is a key part of the Global Aftersales Support team, taking responsibility for two significant streams of activity globally under the Director/Head. 

The first is to ensure that every piece of Dyson technology is supported through a ‘cradle to grave’ service approach.  The successful applicant will represent the voice of owners as products move from concept into production ensuring that the experience of owning a Dyson product, in any category, is a fully advocated one.

The second stream of this role is to ensure that our service environments around the world are fit for purpose in a continually evolving landscape of new categories, markets and emerging commercial opportunities. You will protect the global Customer Service strategy, balancing the demand to operate at a consistently high standard with the need to localise our offering to meet cultural nuances.  Every one of the 1.5m service repairs each year must increase owner advocacy rather than erode it.

The successful candidate will be expected to build strong relationships with market and group stakeholders. They will be able to comfortably communicate across all levels of the business, benchmark the Dyson service offering against external stimuli and trends to shape and determine the roadmap for continuous improvement.

Reporting into the Global Aftersales Support Director/Head, the two of you will form a solid strategic alliance that ensures that our Aftersales support is best for Dyson and our owners irrespective of geography or size of market. You will need to protect quality and show expertise in traversing opinion and aligning strong personalities to ensure we deliver global and scalable solutions.

About the role

Dyson NPS/CSI

  • Working with various stalk-holders, you will drive service improvements in all aftersales touchpoints and sell this into the senior leadership team. Your role will be hands on with the Aftersales and markets to ensure that these approaches are delivered routinely, ensuring that the service environment adapts and aligns alongside our technology and processes.  Your day-to-day activities will include:

  • Together with the Aftersales team, you will execute improvement to assigned aftersales processes aligned a clear Customer Service strategy. You will identify plans with Markets to ensure Dyson is fully capable of supporting owners across multiple facets – product use advice, warranty queries, failure diagnostics, spare parts, repair requirements etc.

  • Customer Service NPS & CSI  - you will monitor the NPS & CSI scores periodically and identify the areas for improvements in various channels. Deliverables include Support Strategy, action plans to drive improvement in NPS/CSI scores

  • Customer complaints – you will need to direct the customer complaints at HQ level to the right region/market for timely resolution. You shall track the resolution rate based on defined timeframe and consolidate the complaints for analysis of gaps in current processes. Together with the regions, to identify appropriate action plans to minimize such gaps and drive improvements.

Dyson Owners:

  • You will provide input to define the target operating model for Aftersales support solutions in market – including process design & improvements. You will work closely with the Global Aftersales team on defining the strategy for repair services, spare & accessories support, refurb, and other aftersales functions. Your expertise will ensure that we always have the skillset, tool and process to maximise customer satisfaction.

  • Dyson owners must be supported across markets with a robust, effective and market leading aftersales approach. With market support you will manage continuous assessment of service resource levels and technical capability required to effectively/efficiently resolve product issues & to provide efficient customer services.

  • You will monitor the effectiveness and efficiency of service solutions & implement improvement plans alongside local service management. You will evaluate current service processes in markets/regions and assess efficiency of the service process, looking to drive improvement in various customer KPIs.

  • Working with the Global Aftersales team you will provide input to develop and implement an innovation roadmap that drives Dyson service environments toward profitability, developing a suite of services to support owners who are at different stages of the product lifecycle and working with markets to implement this at a national or city level as appropriate.

  • You will regularly liaise with markets/regional leads to track and report performance and determine budgetary requirements to ensure that all environments are resourced effectively.

  • Regularly audit the quality of service to establish adherence to agreed Dyson Quality service. Report findings at a regular cadence and recommend improvement programs and share with all market, CoE and Global stakeholders

  • Customer Support delivery comes at a cost, and to make informed decisions regarding the ‘right’ Aftersales support model full cost assessments for all action plans (at a market specific level) will be required.

About you

  • Demonstrate the ability to utilise the internal systems and translate these complex data and KPIs into Customer Support activity. This will also include having a broad knowledge on the effect of local regulatory requirements on the Aftersales Process & Customer Support environment.

  • Demonstration of an active role within a global cross functional executive committee who are guardians of Dyson product safety in all categories across all markets.

  • Proven record in the management of CS teams across different skillsets and different markets. Lead functional areas – set direction, build capability, inspire and motivate others & empower leaders to effectively lead their teams.

  • A positive and impactful communicator with excellent negotiation skills and the ability to ‘bring people with you’. Influencing across all hierarchy levels is critical to the success of this role.

  • The ability to make pragmatic decisions about business priorities in a fast moving, ever changing environment. Keeping a cool head and maintaining team equilibrium – sometimes across all time zones – is critical.

  • An excellent commercial acumen, comfortable with numbers and basic analytics

  • A proven ability to balance and champion business, brand and customer needs

  • Comfortable speaking to both technical and non-technical teams and engaging at all levels of the business

  • Confidence to make clear and well-thought recommendations to influence decisions

  • Passion for service and the role it plays in driving business growth.

Benefits

Dyson Singapore 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.