Sales & Service Site Supervisor

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

Benefits offered by this job

401K with company match

Life Insurance & AD&D

FSA & HSA

Paid time off

Job summary

Dyson is hiring a Service Center Supervisor to lead repair operations and drive high customer satisfaction in our U.S. service centers. You will oversee technicians, monitor KPIs, and coordinate scheduling while ensuring quality and safety standards are met.

You will also identify sales opportunities, manage costs, and mentor staff to uphold Dyson's service excellence across locations.

Qualifications

• 3+ years product servicing and/or hands-on repair experience.
• Experience troubleshooting product faults and providing proper resolution.
• Experience analyzing numerical data to create action plans.
• Experience supervising a small staff and managing P&L functions.
• Proficient with Microsoft Office including Word, Outlook and Excel; SharePoint a plus.

Responsibilities

• Track and monitor KPIs including Net Promoter score to ensure customer satisfaction.
• Repair products and assist customers as needed.
• Identify and capture sales opportunities to drive revenue and conversion.
• Handle and resolve escalated service, repair and customer issues.
• Meet or exceed service levels and manage site schedule for optimal coverage.
• Supervise P&L, including shipping and labor costs, within budget.
• Maintain safe work environment with daily QA assessments.
• Collaborate on new product training and knowledge.
• Capture and report any product reliability or safety issues.

Skills

Repair experience

Troubleshooting

Data analysis

Staff supervision

Office suite

Education

High School Diploma

Tools

Microsoft Office

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.

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

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.