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Repair care manager

Summary

Salary
Competitive
Team
Customer Service
Location
Seoul - South Korea

About us

Dyson is growing. Fast. More products. New categories. More visual communications. We are a creative technology company with a global and iconic identity. Our mission is simple: We solve problems others ignore with exciting new technologies which defy convention. Communicating our products’ superiority with brevity and presenting ourselves in the right way is essential to selling,protecting identity, and building our hard earned Reputation. And every touch point with our consumers contributes to the Dyson Experience, so each must reflect our values and philosophy. Perfectly.

About the role

The role of the Korea Repair Care Manager is to lead and manage the service delivery of a customer repair service function based in South Korea. He/She will report to the Dyson Korea Head of Customer Service, Owner Experience & Training, and maintain business partner relationships with the Dyson Korea Team and internal support functions (IT/CRM etc.).
 
The role will be based in the Dyson Korea office, with frequent visits to the 3rd party Repair Centres, with the responsibility of delivering a best-in-class owner experience that is in line with Dyson Global standards.
 
MAIN ACCOUNTABILITIES:
 

  • Escalation Management – The role will be a primary contact in ‘escalation issues’ and will be responsible for timely resolution (within agreed parameters), where external consultation is required they will be required to initiate and follow up until satisfactory consumers issues are closed
  • Brand Advocacy – The individual will ensure the Dyson brand principles are maintained in every interaction with consumers
  • Daily monitor and supervise the selected 3rd party in ensuring KPI’s performance is consistently maintained in an efficient manner
  • Ensure the business partner is compliant to contractual and performance obligations
  • Run regular weekly and monthly performance reviews and if there need corrective actions, they must be developed, implemented and monitored
  • Drive efficiency and excellence in repair activities
  • Regularly visit 3rd party and audit the processes/operations
  • Develop the management system that track down 3rd party partner’s performance
  • Drive 3rd party to meet or achieve NPS target
  • Budgetary responsibility for the consolidated repair activity (Repair Centre)
  • Manage service sales performance such as rental/subscription service, trade-in/up, spares & accessories in3rd party partners

About you

  • 8-10 years’ experience in a Repair Service Centre, with Management experience
  • Experienced in management of other 3rd party providers for customer service delivery a plus
  • Good systems/process knowledge with an emphasis on business process improvement and engineering
  • Excellent track record in developing relevant product knowledge
  • Experience in building working relationships across multiple functions
  • Extensive experience in consumer focused businesses
  • Degree qualification or above
  • Experience in service sales, including products, trade-in/up, subscriptions, maintenance services
  • Proven expertise in world class repair care best practices
  • Excellent team leadership abilities
  • Exceptional Influencing skills
  • Excellent personal and business presentation skills
  • Strong team player capable of building and motivating teams
  • Proven business planning capability
  • High level of communication skills (English and Korean) both verbal and written

Benefits

Dyson monitors the market to ensure competitive salaries and pension contributions. Beyond that,you’ll also enjoy a profit-related bonus, generous leave and life insurance. But financial benefits areonly the start of a Dyson career. Rapid professional growth, leadership development and new opportunities abound, driven by regular reviews and dynamic workshops. And with a vibrant culture,flexible working hours, the latest devices and a relaxed dress code reflecting our engineering spirit, it’s an exciting team environment geared to creativity, innovation and ambition. #LI-DYSON

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.