- 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 Senior Quality Manager (APAC) role is specific to managing the market quality / reliability rates of all Dyson products selling in the APAC region. Reporting to the Head of Global Markets Quality, this role is responsible for ensuring appropriate management of APAC region reliability rates and warranty cost reduction goals. The region leadership team will be a key stakeholder.
We aspire to continuously exceed our APAC customers’ expectations and delight them with our innovative technology. The role being advertised has two distinct responsibilities Current Product Reliability for the APAC region and Global Process improvement. The first requires the successful candidate to advocate for closure of product quality and operation issues on behalf of the APAC Region. The second requires broad cross functional influencing skills and a passion for change management.
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 primary scope of the role requires you to build and manage a small, agile team of specialist quality engineers. Your team will understand the reliability issues of our products in-market and their root causes, as well as their associated impact on reliability rates and customer perceptions. Your team will then help to build an evidence-based picture to bring to life the voice of the customer. The role requires engineering engagement with Design, Engineering, Operations and Commercial teams for soon to launch or launched products.
Accordingly, you and your team will deliver the following:
First line triage, troubleshooting and issue definition.
Engineering Paretos; basic engineering analysis of returned faulty parts or products in order to identify the actual failure modes driving customer complaints.
Customer Comment Paretos; data analysis of our CRM data corded by the customer service team in order to identify the main symptoms of customer complaints.
Filed audits of newly launched products in market.
Targeted reports to communicate and advocate for regional areas of interest to the CQO.
New Product Launch Tracking; review and summarise all customer contact activity in region during the first three months of launch in order to identify issues as quickly as possible and escalate accordingly, to the Ramp up quality teams.
Early Warning Activity; Use of analytical techniques to detect any increase in failure rates, regularly meeting with the customer services and after market teams to obtain anecdotal feedback of potentially increasing issues. Appropriate next steps will need to be driven independently.
Local Market Support – Provide localised Engineering support to the wider business, where needed.
Liability Claims; assist with any local liability claims providing engineering insight into reported issues, reporting to the Safety Teams as required.
Retailer Claims; assist with any local product reliability claims from Retailers providing engineering insight into reported issues and driving closure with the Sustain Quality Teams as required.
Engineering Support; provide general engineering support to other areas of the business when necessary. Activities may include but not limited to customer care and service support, product refurbishment, technical training, media, product rework, product compliance.
Liaise with The Customer Insights team to define specific Insight requirements for review e.g. what products, timeframe, markets, data sources etc.
Indirect customer insight – use all available data sources to provide localised information/insight to the category on perception of Dyson & Competitor products, with the primary focus that of reliability & satisfaction of experience. Included (but not exclusive) are Online Reviews, Professional Publications, Social Media data, YouTube etc.
Ensure that on-line reviews are translated (where applicable) & categorised to identify consumer likes & dislikes with both Dyson and Competitor products. Ensure methodology is aligned with other Group functions i.e. Commercial Insights, Mechanistic etc.
Liaise with the Data team within the Quality function to ensure continual enhancement of the data tools (e.g. Tableau) to ensure the data reflects the requirements of the market teams.
Using the appropriate (& pre-agreed) tools generate series of questions to tease out the required insight from consumers e.g. surveys.
The secondary scope of the role requires you analyse, understand the wider Market Quality Teams Standard Operating Procedures and Metrics. Once this is accomplished you will be required to drive change and standardize team operations to keep them relevant and flexible in a changing environment
A Degree in Engineering, or related field with 5 - 8 years' management experience in an Engineering, Quality Assurance, Test & Verification, Customer Satisfaction or Front-end Customer Relationship Management environment.
Ability to lead, support and motivate others to achieve outstanding results.
Excellent cross functional partnership, collaboration, communication and interpersonal skills.
Willingness to challenge the status quo and relentlessly drive continuous improvement.
Excellent analytical problem-solving skills.
Experience in project, programme and partner management.
Experienced practitioner of Quality tools and methodologies, such as: Critical to (safety, satisfaction, reliability), FMEAs, Statistical Process Control, Control Plans, 8D/CAPA, 6Sigma.
Ability to communicate well through a variety of media and channels.
Willingness to get stuck in, get your hands dirty and be a flexible team player.
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.