- Design and Development
- Singapore - Technology Centre
Dyson began thirty years ago with James Dyson and a handful of engineers questioning everyday products, thinking differently and making them better. We are now the world's number one vacuum cleaner manufacturer in the UK, US, Tokyo, Western Europe and Australasia.
About the role
Dyson products are built to last, as well as perform. To do this we invest heavily in performance, quality and reliability. In the Global Quality Safety and Sustainability Team we analyse data and customer feedback, relentlessly improving product safety, reliability, usability and customer satisfaction. Each generation of Dyson technology must set the quality benchmark for the next.
Based in our technology centre in Singapore, the Lead Quality Engineer role is specific to managing the market quality / reliability rates of all Dyson products selling in the APAC region. Reporting to Senior Quality Manager (APAC), this role is responsible for supporting the appropriate management of APAC region reliability rates and warranty cost reduction goals.
We aspire to continuously exceed our APAC customers’ expectations and delight them with our innovative technology. The successful candidate will be required to advocate for closure of product quality and operation issues on behalf of the APAC Region. Broad cross functional influencing skills and a passion for change management will be a plus.
Excellent communication skills and the ability to influence individuals outside the direct reporting line will be critical to the success of this role as will the ability to work effectively with the relevant Category Quality Managers and the Sustain and Production Quality Team.
Role Overview & Accountabilities
The Lead Reliability Engineer function within a market is responsible for identifying issues which do or could drive customer dissatisfaction on current products acting as the business’s ‘early warning system’. This involves spotting trends in field reliability and quality and providing weekly updates to the relevant business areas to help close-out new issues quickly, effectively and with the minimum of business disruption. Additional activities will include support continuous improvement for launched product and products in development.
The role requires engineering engagement with Design, Engineering, Operations and Commercial teams for soon to launch or launched products.
Identify and resolve new product failures
Territory investigation of product safety issues, as directed by the Dyson Product Safety Committee (DPSC).
Regular analysis of part usage, repairs and retail returns data, for the SEA ad Reseller markets.
Analysis of data from all call centres and service centres in SEA creating Pareto analysis to identify key failure modes, using results to identify reliability improvements (design and quality) for existing products. Goal is achieving prescribed year on year reliability improvements.
Early warning activity; regularly meet with the customer service team to obtain anecdotal feedback of potentially increasing issues and further investigate. Follow-up with communication of issues to relevant business areas and ultimately issue resolution. Investigate any market escalated concerns relating to product quality or quality of customer service.
Provision of daily or weekly reports into any issues identified to the relevant business areas and ‘owning’ their close-out.
Identify any and all opportunities to improve the reliability and quality of Dyson product in SEA. Work within the reliability engineering team developing design improvements, communicating them effectively to the engineering and quality teams in South East Asia and UK and ensuring timely implementation.
Arrangement of failed sample collections for analysis or to be shipped to prime subcontractors. Creation of engineering Pareto analyses to identify key failure modes. Follow-up with communication of issues to relevant business areas and ultimately issue resolution.
Random quality audits of top selling Dyson SKUs in the warehouse for Quality Control Purposes.
Weekly feedback to call centre/repair centres, etc., on their performance with respect to the recording of vital customer fault information.
To contribute technically across the reliability engineering team to the development of product improvements, ensuring only high quality, well developed and proven solutions are implemented and are documented to allow effective communication of issues and solutions with new product development team.
Analysis of customer online review data for positive and negative sentiments to identify strengths and weaknesses within the design. Communication of analysis results with relevant parties to influence future product development
End-to-end following and closing items in SAQ (Single Agenda of Quality) with various parties.
Ensure new product development and launch success
Product audits; complete audit activities on all new SKUs that are launched in your territory, prior to launch to identify any potential issues prior to stock release and feedback to relevant Dyson business areas.
New product launch tracking; launch readiness reviews with customer service teams to ensure capability to support customers at launch
Review and summarise all customer contact activity in territory during the initial period of launch in order to identify issues as quickly as possible and escalate accordingly. Perform basic engineering analysis on all returned parts or products providing regular updates to the Production Quality Teams and closed loop corrective actions with customer service teams as required.
A Degree in Engineering, or related field with 4 - 6 years' experience in an Engineering, Quality Assurance, Test & Verification, Customer Satisfaction or Front-end Customer Relationship Management environment.
Good technical strength across mechanical engineering, Software and Electronics.
Familiar with Quality tools and methodologies, such as: Critical to (safety, satisfaction, reliability), FMEAs, Statistical Process Control, Control Plans, 8D/CAPA, 6Sigma.
Excellent communication skills, both written and oral and on both a technical and non-technical level.
Strong analytical and statistical accuracy, with attention to detail.
Good organisation skills with the ability to multi-task and manage time across multiple activities and categories
Willingness to challenge the status quo and relentlessly drive continuous improvement.
Adaptable, creative and flexible: willingness to get stuck in, get your hands dirty and be a flexible team player.
Willing and able to travel internally within SEA and internationally at short notice.
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.
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.