Lead Technician

About Us:

Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people.

Dyson launched in the US in 2002, and since then operations have grown exponentially. Our US headquarters is based in Chicago's Fulton Market neighborhood. We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Store’s across the country.

Our Customer Service team forms a direct link between the business and Dyson owners. The team are technology experts, trained to give specialist advice and guidance to solve real problems for people. Working to daily targets, they resolve technical queries, provide product information, deliver excellent customer service and drive sales on the shop floor.

About the Role:

• Drive results of the service department at a new Dyson concept store, catering to both retail sales and product service

• Ensures Store and Team compliance with all Dyson policy and procedures and swiftly executes changes

• Deliver outstanding experiences through service repairs to enhance reasons to shop Dyson direct

• Supports retail sales and experience to meet business demands

• Remain agile, always learning new technical information and techniques to remain updated with rapidly changing technology

• Determined to excel at new programs, leading the omni-channel virtual service and repair program

• Leads by example, is first to model the Dyson journey in both service and retail

• Assist in management of service team to achieve sales, customer service goals and repair targets

• Support customer experience and sales by accurately managing inventory accuracy and supply levels

• Communicates effectively, providing accurate feedback to optimize service department performance

• 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

• Provide effective technical training and coaching to technicians in service department and partner with Store Leadership for retail product sales training

• Maintain a safe work environment by conducting daily quality assurance assessments and reviews

About You:

• 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

• Passion for continued learning and inventory accuracy

• 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 opening, closing, 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:

At Dyson, how we reward you is linked to our high-performance culture. But it’s about more than salary and bonus. Through a package of financial, lifestyle and health benefits, we support whatever stage of life you’re in and the moments that matter. 

Financial benefits: 

• Dyson Matching 401K contributions 

• Company Paid Life Insurance and Accidental Death and Dismemberment (AD&D) 

• Short-Term and Long-Term Disability 

• Employee Referral Program 

• Generous Dyson Product Discounts 

 
Lifestyle benefits: 

• Competitive Paid Time Off including Floater Holiday, Sick, and Vacation Time 

• Generous Maternity Leave Program 

• Employee Assistance Program 

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 applicatio