**Summary**:
**Salary**:
Competitive
Team:
Repair Services
**Location**:
Mexico - Mexico City Office
**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 area of 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.
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**:
- 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
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