Sales & Service Site Supervisor

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

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

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