Quality Manager
Quality Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
About Us:
Dyson is a global technology company with a unique philosophy - to solve problems that others ignore. It transforms every category it enters with radical and iconic re-inventions that work perform and look very different.
About the Role:
Dyson products are built to last as well as perform. To do this we invest heavily in performance quality and the Global Quality Safety and Sustainability Team we analyse data and customer feedback relentlessly improving product safety reliability usability and customer satisfaction. Each generation of Dyson technology must set the quality benchmark for the next.
This Quality Manager role is specific to managing the market quality / reliability rates of all Dyson products selling in Japan. Reporting to the Senior Quality Manager APAC & GCN this role is responsible for ensuring appropriate management of Japan reliability rates and warranty cost reduction goals. The Japan leadership team will be a primary stakeholder.
Role Overview & Accountabilities:
The scope of the role requires you to grow and manage a small agile team of specialist quality engineers in Japan. You and your team will need to understand the reliability issues of our products in-market and their root causes as well as their associated impact on reliability rates and customer perceptions. You and your team will then help to build an evidence-based picture to bring to life the voice of the customer. The role requires engineering engagement with Design Engineering Operations and Commercial teams for soon to launch or launched products.
Accordingly you and your team will deliver the following:
- First line triage troubleshooting and issue definition.
- Safety & Regulations: Support incident on-site investigation with local authoritories and provide risk mitigations.
- Japan Market Support: Provide localised Engineering support to the wider business where needed.
- Engineering Paretos: Basic engineering analysis of returned faulty parts or products in order to identify the actual failure modes driving customer complaints.
- Customer Comment Paretos: Data analysis of our CRM data corded by the customer service team in order to identify the main symptoms of customer complaints.
- Filed audits of newly launched products in market.
- New Product Launch Tracking: Review and summarise all customer contact activity in region during the first three months of launch in order to identify issues as quickly as possible and escalate accordingly to the Ramp up quality teams.
- Early Warning Activity: Use of analytical techniques to detect any increase in failure rates regularly meeting with the customer services and after market teams to obtain anecdotal feedback of potentially increasing issues. Appropriate next steps will need to be driven independently.
- Liability Claims: Assist with any local liability claims providing engineering insight into reported issues reporting to the Safety Teams as required.
- Retailer Claims: Assist with any local product reliability claims from Retailers providing engineering insight into reported issues and driving closure with the Sustain Quality Teams as required.
- Engineering Support: Provide general engineering support to other areas of the business when necessary. Activities may include but not limited to customer care and service support product refurbishment technical training media product rework product compliance.
- Liaise with the Customer Insights team to define specific Insight requirements for review e.g. what products timeframe markets data sources etc.
- Indirect customer insight use all available data sources to provide localised information/insight to the category on perception of Dyson & Competitor products with the primary focus that of reliability & satisfaction of experience. Included (but not exclusive) are Online Reviews Professional Publications Social Media data YouTube etc.
- Ensure that on-line reviews are translated & categorised to identify consumer likes & dislikes with both Dyson and Competitor products. Ensure methodology is aligned with other Group functions i.e. Commercial Insights Mechanistic etc.
- Using the appropriate (& pre-agreed) tools generate series of questions to tease out the required insight from consumers e.g. surveys.
- Facilitate and support internal market product and competitor benchmarking trials/surveys.
- Liaise with the Data team within the Quality function to ensure continual enhancement of the data tools (e.g. Tableau) to ensure the data reflects the requirements of the market teams.
About You (Experiences & Qualifications)
Degree in engineering or related field with 5 years of experience in an engineer role.
Preferably 3 years in team leadership role in an engineering quality assurance test & verification compliance & safety customer satisfaction or front-end customer relationship management environment.
Japanese fluency and English proficiency
Ability to lead support and motivate others to achieve outstanding results.
Excellent cross-functional partnership collaboration communication and interpersonal skills.
Excellent analytical problem-solving skills.
Willingness to challenge the status quo and relentlessly drive continuous improvement.
Experienced practitioner of quality tools and methodologies such as: Critical to safety satisfaction reliability FMEAs Statistical Process Control Control Plans 8D/CAPA 6Sigma.
#LI-DS1
Dyson is an equal opportunity employer. We know that great minds dont 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.
Required Experience:
Manager
Employment Type
Full Time
