Sr. Manager, Repair Experience Latam

About us

Dyson is a global technology enterprise. We solve the problems others choose to ignore, with surprising new inventions that defy convention and simply work better.

We’re growing fast and our ambition is huge more categories, more locations and more people. Dyson launched in Mexico in 2018 as our first step in to Latin America.

Our Mexico office is located in the Polanco areaof Mexico City and our expanding team is a key contributor in helping us deliver growth throughout the market.

About the role

Dyson Direct is seeking a dynamic professional to join our Post Sales Support team as a key liaison between the US headquarters and our operations in Latin America.

This person must have a solid background in distribution and supply chain management, as this individual will play a pivotal role in ensuring seamless communication and coordination between the US team and our teams across Latin America.

This person will leverage their cultural insights and regional familiarity to bridge gaps, facilitate collaboration, and contribute to the overall success of our operations in the Latin American market.

This person will manage reporting from SAP, implement standard operational procedures in the refunds and service support teams.

This person must demonstrate comprehensive knowledge of SAP and CRM functionality, as well as, after-sales processes and customer interactions.

If you are a highly adaptable and multilingual professional with a keen grasp of distribution and supply chain dynamics in the Latin American context, we invite you to apply for this exciting opportunity.

Primary Responsibilities and Supporting Activities for Latin America Expansion :

Collaborate with leadership teams to uphold best practices at service and repair locations, ensuring alignment with regional standards.

Support the growth strategy of the regions and support structure to ensure goals are being met.

Achieve or surpass key performance indicators for after-sales, encompassing P&
L performance, promoter scores, and service efficiencies.

Develop operational strategies for the after-sales area (spare parts, engineering, returns, and service centers) with the goal of providing preventive and corrective solutions, fostering customer repurchase intentions.

Work with legal teams to ensure legal and compliance requirements are being met within the region.

Implement necessary infrastructure, including personnel, technology, and equipment, to meet customer demand with the required quality and efficiency.

Coordinate projects focused on customer satisfaction indices to retain and enhance customer loyalty.

Offer recommendations and lead action plans to enhance customer service and operational effectiveness.

Collaborate with functional teams, leadership, and central operations to support training and staff at third-party service and repair locations, ensuring appropriate inventory levels of spare parts through forecasting, ordering, and weekly cycle counts.

Assist at third-party service and repair centers when necessary, ensuring efficient scheduling and coverage.

Partner with the Safety and Service Training Lead to enforce the Dyson iconic customer service expectations across all third-party service locations.

Ensure adherence to effective business protocols, including policies, procedures, safety standards, store appearance, and operations.

Lead and participate in regular Service Center and Leadership meetings.

Provide training on efficiency projects, refresher training, and process improvement changes.

Ensure availability of proper support materials for service partners.

Offer real-time feedback on technical support issues to support the Technical Service Team in enhancing customer service quality and identifying product reliability opportunities.

Capture and report any emerging product reliability and safety issues.

Other Duties

Collaborate with Finance, Customer Service, Sales Operations, and Sales Leadership teams to foster unity between teams and ensure the best owner experience.

Actively seek opportunities for cost savings or revenue generation. Embrace the chance to take on new activities aligned with the broader purpose of this role.

About you

The ideal candidate will have a deep understanding of the diverse cultures and languages prevalent in Latin America, demonstrating proficiency in multiple languages such as English, Portuguese and Spanish.

Bachelor’s Degree required

5+ years Customer Service experience required

Supply chain and repair facilities experience required

Experience analyzing and delivering regular KPI reporting

Basic Electrical and mechanical knowledge preferred

Strong presentation skills required

Multi-lingual;
written, verbal and interpersonal communication skills needed

High level of computer literacy including intermediate level experience with Microsoft Office

Self-motivator with strong ability to work independently / remote required

High level of customer service orientation required a desire to help or serve others, to identify and meet their needs

Strong ability to analyze data to create required action plans

Detailed approach to planning and organizing including a proven ability to prioritize tasks and meet strict deadlines

Proven ability to build and maintain strong relationships with people at all levels of a business

Ability to demonstrate a sense of urgency when identifying areas of opportunity and executing plans to improve upon them.

5+ years Customer Service and Repair Centers experience required

Retail environment experience preferred

Experience developing and delivering regular KPI reporting required

Sales / Account management experience preferred

Basic electrical and mechanical knowledge preferred

Ability to understand the Dyson brand and uphold its integrity

Strong presentation skill required

Strong written, verbal and interpersonal communication in English skills.

High level of computer literacy including intermediate level experience with Microsoft Office

Self-motivator with strong ability to work independently / remote required

High level ability to troubleshoot product faults and provide proper resolution

High level of customer service orientation required a desire to help or serve others, to identify and meet their needs

Strong written, verbal and interpersonal communication skills

A meticulous approach to planning and organizing including a proven ability to prioritize tasks and meet strict deadlines

Proven ability to build and maintain strong relationships with people at all levels of a business

Ability to demonstrate a sense of urgency when identifying areas of opportunity and executing plans to improve upon them.

An innovative yet objective thinker

Being emotionally smart

Getting the best result

Creating the climate for success

Making the right decisions

Being curious, diverse and inclusive

To be considered, please submit your cv in English.

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.

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