- Quality and Reliability
- Singapore - Technology Centre
Dysons global Customer Service community needs to be ready to respond when new products and new technologies launch – calls, advice, registration, repairs, spares, digital support etc. To deliver a status of ‘ready’ in the area of service a technical lead is required. Working across Dysons ‘Home’ categories within Engineering SEA you will become the focal point and ‘champion’ for all things service – the technical solutions approach to product fix used across multiple market solutions (e.g. field service, workshops, retail space etc). You will manage and successfully deliver the service requirements and repair strategies ahead of all product launches.
Complimenting this lifecycle activity the role requires an individual who can technically assist UK and SEA teams in understanding the impact of product change on repair process for Dyson product already in the market – a technical product change management role.
Within the scope described above this is a highly technical role, the Service Design Engineer will be solely responsible to develop, design and deliver repair and test processes and complex equipment solutions to fit and support agreed Service strategy, mostly bespoke for every product we launch.
About the role
User-centred analysis, through understanding the user by doing qualitative research
When delivering a process or equipment it is required that this is fit for purpose and there is a defined scope aimed to fulfil operational audience needs/ability/skills and infrastructure requirements/limitation/diversities. Understand your landscape and audience.
Co-creative, by involving all relevant stakeholders in the design process
Ensure basis to proceed contains all necessary elements to justify to the business potential size of contribution. Ensure stakeholders have clarity on the part they need to play and how benefits may be shared. Share timelines where possible, understand their needs. Take audience with you at all times if you are to deliver successfully.
Sequencing, by partitioning a complex service into separate processes
Ability to evaluate a complex storyline/process; understand where various elements can be capped as smaller denominators and develop resolution fully addressing each element to fulfil overall scope. Analyse, breakdown, develop and prove.
Evidencing, by visualising service experiences and making them tangible
Given a concept and principles to work with, there is the requirement to be able to translate complexity by understanding what is essential and adapting complex solutions in qualitative acceptable and practical implementations
Holistic, by considering touch-points in a network of interactions and users
As part of planning of any project/task the expectation is the ability of mapping out your “iter” by anticipating the interactive step through with a clear rationale for all intended actions and potential impacts on Business and people.
Service Design Requirements
Coordinate with Customer Service stakeholders (Group) to support service deliverables as part of Dysons NPD Milestone Process – these will include multi-channel engagement for the Customer support plan across:
Repair process and parts definitions
Repair & technical training
Service workshop & repair equipment development
Understand and support agreed repair requirements once handed over at Dysons early milestones (TS). Translate the service requirements at engineering level to each project team at a detailed technical level e.g. define what ‘fix’ should look like in parts/assembly/process/testing etc.
Able to raise and construct financial models to ensure a business case exists for any planned repair or equipment proposal prior to development and delivery of the same.
Become familiar with the category portfolio and technologies contained within each new product proposal. Build strong relationships across the category to raise visibility of Customer Service within the product development cycle. Ensure requirements are shared and complied with, compatibly with those within Engineering, Manufacturing, and Quality
Be the daily focal point for service (technical) based questions from the Engineering teams across both categories. The successful candidate is expected to become embedded within the product teams.
Execute accurate and regular reporting on progress of service (fix) requirement implementation for each NPD.
Anticipate, document and advise the teams of any product changes which may be agreed during this phase of NPD whether they may/may not affect agreed and intended strategy.
During all stages of product development ensure that the principles of Sustainability and Design for Service is protected and delivered as part of the service requirements.
Perform FMEA and technical analysis with Engineering, Manufacturing and Quality teams, to obtain sign-offs for repair process
Manage external suppliers to develop customized service equipment
Liaise with the category engineering teams and Group Customer Service to bring clarity to all proposed in market product change.
Follow up on upcoming deviation and changes to Dysons product portfolio - evaluating and documenting potential impact items with the teams to deliver appropriate communications and actions.
Proven experience in manufacturing, quality, design and reliability is essential. CAD/Engineering Design Systems knowledge/experience essential.
Electromechanical qualifications essential. Software design and product connectivity knowledge/experience, preferable.
You will currently working for an organisation where improving NPS is fundamental to long term strategy
Knowledge and understanding of customer product design and customer experience is essential
Experience of working with manufacturing engineers and product quality teams, you will need to be able to communicate complex technical product assembly / re-assembly and testing
You will need to be able to manage multiple projects within, always challenging timelines
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. #LI-DYSON
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.
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.