Sales & Service Site Supervisor

Dyson; Boston (MA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

401K match

Life Insurance

AD&D

FSA/HSA

Paid time off

Commuter benefits

Dyson product discounts

Wellness program

Job summary

Dyson is hiring a service-focused professional to support product repair, customer inquiries, and service center operations in the United States. You will monitor KPIs, troubleshoot faults, and drive revenue through opportunities with customers.

The role requires 3+ years by background in servicing or repairs, strong data skills, MS Office, and the ability to supervise staff while managing costs. A flexible schedule and physical capability to lift up to 50 lbs are needed.

Qualifications

• High School Diploma or equivalent required.
• 3+ years product servicing and/or hands-on repair experience preferred.
• Experience troubleshooting product faults and providing proper resolution.
• Experience analyzing numerical data to create action plans.
• Experience using Microsoft Office (Word, Outlook, Excel); SharePoint a plus.
• Ability to supervise a small staff and manage P&L functions.
• Ability to build and maintain relationships across levels of a business.
• Flexibility to work weekends, select holidays and overtime.
• Lift and move up to 50 lbs.

Responsibilities

• Track and monitor KPIs including Net Promoter score to maintain high customer satisfaction.
• Work with center staff to repair products and assist customers as needed.
• Identify and capture sales opportunities to drive revenue and conversions.
• Handle and resolve escalated service, repair and customer issues.
• Meet or exceed service levels within the location.
• Arrange and manage site schedule for optimal coverage.
• Supervise P&L including shipping and labor costs within budget.
• Maintain a safe work environment with daily QA checks.
• Collaborate on product training and ongoing product knowledge.
• Ensure all processes and Dyson service levels are understood.
• Report emerging product reliability and safety issues weekly.
• Understand the Dyson brand and uphold its integrity.

Skills

Product servicing

Repair experience

Troubleshooting

Numerical data analysis

MS Office

SharePoint experience

Supervisor

P&L management

Relationship building

Flexible schedule

Lifting 50 lbs

Education

High School Diploma or equivalent

Tools

SharePoint

Job description

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. We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Store’s across the country.

Our Customer Service team forms a direct link between the business and Dyson owners. The team are technology experts, trained to give specialist advice and guidance to solve real problems for people. Working to daily targets, they resolve technical queries, provide product information, deliver excellent customer service and upsell.

About the Role:

• 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
• Handle and resolve escalated service, repair and customer issues
• 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
• 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
• Manage point of sales system and reporting functions
• Capture and report any emerging product reliability and safety issues
• Submit weekly required reports on service activities within the service center
• Gain an understanding of the Dyson brand and uphold its integrity

About You _ : _

• 3+ years product servicing and/or hands on repair experience preferred
• Experience troubleshooting product faults and providing proper resolution
• Experience analyzing numerical data to create action plans
• Experience using Microsoft Office, including Word, Outlook, and Excel required; SharePoint experience a plus
• Ability to supervise a small staff and manage P&L functions
• Ability to build and maintain strong relationships with people at all levels of a business
• Ability to work a flexible schedule including weekends, select holidays and required overtime
• Ability to lift and move up to 50 lbs.
• High School Diploma or equivalent required
• Must be at least 18 years of age.

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

D__yson 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.