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Nordics Repair Operations Manager


Supply Chain and Logistics
Sweden - Stockholm Office

About us

Dyson is a global technology enterprise. We solve the problems others choose to ignore, with surprising new inventions that defy convention and simply work better. We’re driven by progress and thrive on the challenge of relentless improvement. We’re growing fast and our ambition is huge – more categories, more locations and more people.

Pioneering technology takes more than just inventive engineers. At Dyson, we take a problem-solving approach to everything we do. And across our support teams, we’re proud to be different. And importantly, we support change to maintain our rapid growth.

About the Role

This position is responsible for driving the performance and managing the day-to-day repair operations of the assigned Nordics markets for all products’ categories.

He/ She is the single point of contact representing aftersales in assigned markets and assume the full end-to-end ownership of the repair operations, encompassing people, process, systems and vendor management. He/she will also be deployed in any Global/European projects and assignments.

Key Responsibilities

  • Ensure management & execution of Aftermarket repair operation in the assigned EMEA markets for all product categories in accordance to Dyson Service Quality Standards, legal, and health and safety compliance within all scope of repair activities

  • Represent the Aftersales department and lead monthly business reviews with the market leadership team

  • Manage third party provider selection, contractual terms and establish effective and collaborative service partner relationships

  • Develop and implement an innovation roadmap that drives Dyson service environments toward cost optimisation, developing a suite of aftersales services to support owners who are at different stages of the product lifecycle and working with markets to ensure effective execution

  • Ensure key engagement with multiple stakeholders to support Dyson’s Owner experience at all touch points of the repair process. Establishing partnerships with the group and market cross functional functions

  • Ensure operational readiness to ensure successful New Product launches

  • Accountable for driving repair performance, from customer satisfaction, speed and quality of repair, cost-to-serve and exchanges using the balance scorecard performance framework

  • Provide feedback and recommendations to drive operational and service excellence

  • Responsible for providing repair and spares forecast and drive spares fulfillment to maximize repairability and reduce exchanges

  • Accountable for raising PO and invoices, monitor credit and account payable

  • Manage and resolve customer complaints in collaboration with the contact centre and other relevant teams

  • Responsible for all system deployment and changes in market

  • Foster a sense of teamwork throughout the organization

About you

  • Bachelor Degree

  • >5 years’ experience in Service ideally in repair operations environment

  • Strong commercial and operational orientation with cross functional team management experience

  • Proven vendor management experience

  • Outstanding organization skills and attention to detail.

  • Experience in working independently and leading projects

  • Exceptional interpersonal, communication and conflict management skills to manage a diverse group of stakeholders

  • Ability to meet deadlines

  • Team oriented / Ability to work across countries

  • Proficient in computer skills

  • Fluent in supported market native language and English


  • Discretionary bonus 

  • Pension scheme 

  • 30 days holiday 

  • Health allowance

  • Private Health Insurance  

  • Dyson discount 

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.