Sales & Service Site Supervisor

Dyson•Fairfax, VA

About The Position

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

Requirements

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.

Nice To Haves

SharePoint experience

Responsibilities

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