Identify and resolve new product failures
- Weekly analysis of part usage, repair/exchanges and retail returns data.
- Analysis of data from call centres and service centres in creating Pareto analysis to identify key failure modes, using results to identify reliability improvements (design and quality) for existing products. Goal is achieving prescribed year on year reliability improvements.
- Investigate any market escalated concerns relating to product quality or quality of customer service.
- Identify any and all opportunities to improve the reliability and quality of Dyson product. Work within the reliability engineering team developing design improvements, communicating them effectively to the engineering and quality teams in South East Asia and UK and ensuring timely implementation.
- Arrangement of failed sample collections for analysis or to be shipped to prime subcontractors. Creation of engineering Pareto analyses to identify key failure modes. Follow-up with communication of issues to relevant business areas and ultimately issue resolution.
- Analysis of customer online review data for positive and negative sentiments to identify strengths and weaknesses within the design. Communication of analysis results with relevant parties to influence future product development.
- 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.
Ensure new product development and launch success
- Product audits; complete audit activities on aligned new SKUs that are launched in your territory, prior to launch to identify any potential issues prior to stock release and feedback to relevant Dyson business areas.
- New product launch tracking; launch readiness reviews with customer service teams to ensure capability to support customers at launch
- Review and summarise all customer contact activity in territory during the initial period of launch in order to identify issues as quickly as possible and escalate accordingly. Perform basic engineering analysis on all returned parts or products providing regular updates to the Quality Category Teams and closed loop corrective actions with customer service teams as required.
General territory engineering assistance
- Coordinate with aftersales, sales and marketing teams to align quality initiatives with customer needs and market trends.
- Supply engineering support to local teams and activities.
- Be a territory expert to the global Research, Design, and Development (RDD) business supplying territory specific knowledge.
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 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.