Sales & Service Site Supervisor

Dyson•Baltimore, MD

2d•Onsite

About The Position

Dyson is a global technology enterprise that is growing fast with ambitious goals for more categories, more locations, and more people. Our US headquarters is in Chicago, with employees across field sales, service centers, and Dyson Demo Stores. The Customer Service team is the direct link between the business and Dyson owners, acting as technology experts who provide specialist advice and guidance to solve problems. The team works towards daily targets, resolving technical queries, offering product information, delivering excellent customer service, and upselling. This role involves tracking and monitoring key performance indicators like Net Promoter Score to ensure high customer satisfaction. The supervisor will work with center staff on repairs and customer assistance, identify and capture sales opportunities to drive revenue, and handle escalated service and repair issues. They will be responsible for meeting or exceeding service level KPIs, arranging site schedules for optimal coverage, and supervising the Profit & Loss (P&L) including shipping and labor costs within budget. Maintaining a safe work environment through daily quality assurance assessments and reviews, collaborating on new product training, and ensuring clear communication of Dyson service levels are also key. The role requires continuous evaluation of training needs for consumer repairs, managing the point of sales system and reporting, capturing and reporting product reliability and safety issues, and submitting weekly reports on service activities. A thorough understanding of the Dyson brand and upholding its integrity is essential.

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
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 a plus

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

Benefits

401K with up to a 4% match
Company paid Life Insurance and AD&D
Flexible Savings Account (FSA) and Health Savings Account (HSA)
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
Multi-Level Healthcare Coverage Options
Vision & Dental Coverage
Company paid Short-Term and Long-Term Disability