Skip navigation

Have you considered using our job search? Click here to search our current jobs.

Have you considered using our job search? Click here to search our current jobs.

Sales and Site Supervisor

Summary

Salary
Starting salary will be based on experience and credentials
Team
Customer Service
Location
Brookfield, WI, USA

About us

Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people. Dyson launched in the US in 2002, and since then operations have grown exponentially. Our US headquarters is based in Chicago's Fulton Market neighborhood with additional offices located in Aurora, Illinois and Ann Arbor, Michigan. We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Store’s across the country.

About the role

The Sales and Service Site Supervisor manages all service and repair activities at the Dyson Service Center all while delivering an iconic customer experience. Your day will include direct supervision of service center staff, quality assurance, on-site training, assurance of policy adherence, monitoring of KPI service levels, hands-on service/repair of Dyson products, inventory management, generating sales of Dyson products and other duties as required.
Customer Service – Consistently inspire team to provide an iconic customer experience:
  • Track and monitor key performance indicators including Net Promoter score measurements to ensure high customer satisfaction levels
  • Work alongside center staff to repair products and help customers as needed
  • Identify and capture sales opportunities with new and existing customers to drive revenue and achieve conversion rates
  • Ensure service levels are met or exceeded
  • Handle and resolve escalated service, repair and customer issues
  • Actively pursue any opportunities to deliver a better customer service experience

Operations - Ensure best operational practices at service location to deliver established center goals
  • Supervise performance of site staff to ensure optimal results
  • Meet or exceed key performance indicators of service levels within service location
  • Arrange and manage site schedule to ensure optimal coverage
  • Supervise P&L, including shipping and labor costs, keeping within budget
  • Maintain a safe work environment by conducting daily quality assurance assessments and reviews
  • Actively pursue any opportunities for cost savings or revenue generation
  • Training - Support training initiatives by partnering with Regional and District Service Managers to deliver high quality and effective training for employees
  • Collaborate to develop new product training and continued product knowledge
  • Ensure all process activity is communicated and Dyson service levels are understood
  • Continually evaluate training needs and opportunities to best support consumer repairs within the service center

Data & Reporting - Utilize data to communicate success of service center to business Data & Reporting
  • Manage point of sales system and reporting functions
  • Establish methods and tools to collect and analyze performance data
  • Provide real time feedback on repair issues to support Service Team in improving customer service quality and product reliability opportunities
  • Capture and report any emerging product reliability and safety issues
  • Submit weekly required reports on service activities within the service center
  • Fulfill other duties as required
  • Relish opportunities to pick up new activities that fall broadly in the purpose of the role
  • Take initiative to think outside the box and identify opportunities for improvement
  • Identify problems and find solutions

About you

Experience and Education:
  • Demonstrated experience working in a customer service and/or sales environment required
  • 3+ years product servicing and/or hands on repair experience preferred
  • Experience supervising small teams preferred
  • Experience managing P&L functions preferred
  • High School Diploma or equivalent required

Skills:
  • Ability to understand the Dyson brand and uphold its integrity
  • High level ability to troubleshoot product faults and provide proper resolution
  • High level of customer service orientation required—a desire to help or serve others, to identify, meet and exceed their needs and expectations
  • Proven ability to build and maintain strong relationships with people at all levels of a business
  • Experience using Microsoft Office, including Word, Outlook, and Excel required; SharePoint experience a plus
  • Strong organizational skills with a proven ability to demonstrate a sense of urgency
  • Self-motivator with strong ability to work independently/remote
  • Strong ability to crunch numerical data to create action plans
  • Ability to supervise a small staff and manage P&L functions
  • Knowledge of Dyson products would be a distinct advantage
  • Ability to work a flexible schedule including weekends, select holidays and required overtime
  • Ability to lift and move up to 50 lbs.

Benefits

At Dyson, how we reward you is linked to our high-performance culture. But it’s about more than salary and bonus. Through a package of financial, lifestyle and health benefits, we support whatever stage of life you’re in and the moments that matter.
Financial benefits:
  • 401K with up to a 4% match
  • Company paid Life Insurance and AD&D
  • Flexible Savings Account (FSA) and Health Savings Account (HSA)

Lifestyle benefits:
  • Competitive Paid Time Off Benefits including Separate Holiday, Sick, and Vacation Time
  • Pre-tax Commuter Benefits (applicable areas only)
  • Generous Child Care Leave Program
  • Wellness Program
  • Employee Assistance Program
  • Generous Dyson Product Discounts

Health benefits:
  • Multi-Level Healthcare Coverage Options
  • Vision & Dental Coverage
  • Company paid Short-Term and Long-Term Disability

Dyson is committed to fostering an inclusive and accessible environment that reflects the diversity of the community in which we live. If requested, we will provide reasonable accommodation during the recruitment process for persons with disabilities. Contact us at americas.talentacquisition@dyson.com for more information. Dyson is an Equal Opportunity Employer.

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.