Sales & Service Site Supervisor

Dyson Institute; Boston, Southborough (MA, MA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

401K with match

Life Insurance and AD&D

Health benefits

Job summary

Dyson Institute is seeking a Service Center Supervisor to lead product servicing and repair, drive customer satisfaction, and manage P&L within our service center.

You will monitor KPIs, supervise staff, and coordinate scheduling while ensuring safety and adherence to Dyson standards. Flexible weekends and overtime may be required as part of operations.

Qualifications

• 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.
• Must be at least 18 years of age.
• High School Diploma or equivalent required.

Responsibilities

• Track and monitor KPIs 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.

Skills

Product servicing

Repair experience

Troubleshooting

Data analysis

MS Office

SharePoint

Staff supervision

P&L management

Relationship building

Overtime flexibility

Physical ability

High school diploma

Education

High School Diploma

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

• 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 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.

At Dyson we are focused on solving the problems that others have ignored; solving them first using our technology and ingenuity. In order to achieve this we need to pioneer technologies that are different and authentic. This is the core of what we do and who we are. We must strive to create the future, every single day by developing new things, different things, things that go against the grain with a diverse and global team of ingenious minds. Dyson employs 14,000 people and is present in more than 80 countries. And while we are growing fast we want Dyson to remain a start-up in spirit with the freedom of experimentation and learning, constantly reinventing our products as well as reinventing how we work, how we sell and how we support our owners. At the same time we are working through the James Dyson Foundation, James Dyson Award and Dyson Institute to inspire future engineers and pioneering a new approach to engineering education. Underlining everything we do in this diverse environment is the need to always show respect, supporting each other as one team to overcome whatever challenges we encounter. We drive empowerment, development and equality in an inclusive environment for our people around the world. The future doesn’t just happen, we look to make it happen, to achieve leaps through pioneering new ideas.