Service Team Leader

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. Were growing fast and our ambition is huge more categories more locations and more people.

About the Role

The Service Team Leader is responsible for leading the Auckland Dyson Service Centre overseeing both the Customer Service and Tech Support this role you will foster a culture obsessed with the customer experience ensuring every interaction is extraordinary. A key focus will be evolving the current Service Centre into an Experience Centre leveraging the consistent flow of repair customers to demonstrate our latest innovations and drive growth through strategic upgrades and cross-selling.

As the New Zealand business continues to scale you will collaborate with market stakeholders to develop economically viable infrastructure proposals that align with our Sales Supply Chain and facilities requirements. While these long-term projects progress you will manage the renovation of our current customer-facing spaces and provide design expertise for future sites. Additionally you will be a key resource for the ANZ team reviewing and improving sales techniques and training staff on premier customer-facing methods.

Main responsibilities include but not limited to:-

• Lead the Auckland Service Centre with a customer-first mindset ensuring all interactions and repairs exceed Dyson standards for quality and preventative maintenance

• Oversee the end-to-end repair and warehouse process including the management of RA demo and loan stock to ensure maximum efficiency and cost-effectiveness

• Recruit coach and develop a high-performing team of technicians and agents fostering a problem-solving culture and driving accountability through performance reviews and training

• Deliver annual sales volume and margin targets by analysing performance data and executing promotional activity with retail partners

• Manage operational costs in line with budgets and Latest Estimates (LE) while utilising fault data and Technical Service Bulletins (TSBs) to drive process improvements

• Coordinate day-to-day resourcing and contingency plans to maintain consistent productivity and a high-standard organised work environment

• Lead site-wide safety and compliance by conducting regular WHS audits and toolbox talks ensuring 100% adherence to Dyson policies and legal regulations

• Partner with market stakeholders to develop infrastructure proposals and manage facility renovations to support long-term business growth

• Provide accurate data and strategic recommendations to the National Repair and Service Manager to resolve operational challenges

About You

To be successful in this role you will be a team builder fostering a cooperative team style making team building a team challenge by focusing on the qualities and behaviours of a winning team. You will have excellent leadership capabilities and a self starter who sees things to completion.

Previous skills & experience:-

• At least 4 years of management experience

• Sales leadership and cross functional/ general management experience

• Proven delivery of sales results in a retail operations environment

• High level experience of customer negotiations and dealings

• Evidence of budget control and can demonstrate financial expertise

• Proven people leadership experience

• Demonstrates a passion for end customer and stakeholder satisfaction

• WHS Experience required

• Competent use of MS Office

• Knowledge of SAP is an advantage

Benefits

At Dyson our people are at the heart of everything we do. We value you bringing your whole self to work your authentic you. We believe that diversity and an inclusive team is what sets us about and brings about great ideas innovation and growth.

Outside of a competitive salary package our team members receive impressive product discounts additional paid annual and personal leave a generous above market parental leave offering and ongoing learning and development opportunities.

We have a vibrant and diverse culture that is geared towards recognition and realising ambition.

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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.