Purpose of PositionAct as Dyson's 'early warning system'-spot reliability and quality trends in the field, update relevant business areas, and drive quick, effective closure of new issues to minimize disruption.
Main Accountabilities & Supporting ActivitiesIdentify and Resolve New Product Failures- Analyze weekly part usage, repair, and retail returns data for the Americas (focus: USA, support: Canada, Mexico, and other South/Central American countries as needed).
- Investigate customer comments on failed parts; produce Pareto analyses to highlight key failure modes and communicate issues for resolution.
- Collaborate with Market Insights Analyst on online review sentiment analysis; share insights to inform product development.
- Proactively seek opportunities to improve product reliability and quality, prioritizing USA but supporting other regions.
- Arrange collection and analysis of failed samples; conduct engineering Pareto analyses and escalate findings for resolution.
- Review call center/service center data (1st/3rd party) across the Americas, pinpoint reliability improvements for existing products, and prioritize development efforts. Maintain contact with centers to track emerging issues.
- Provide regular feedback to call center and repair center teams on recording critical customer fault data.
- Work within the global team to develop/drive design improvements, ensuring timely, effective communication with engineering and quality teams in SE Asia and the UK.
- Contribute technically to product improvement efforts; ensure solutions are high-quality, proven, and clearly documented.
Support New Product Development and Launch- Audit new models pre-launch; share feedback with business areas.
- Assist Market Insights Analyst in product trials; investigate and support design improvement for issues arising in your territory.
- Monitor product launches for trends; identify and communicate failures early for swift resolution.
Annual Reliability Targets- Identify opportunities to improve reliability/quality in your territory to meet Dyson's goals.
- Deliver daily/weeky issue reports; 'own' issue close-out with business stakeholders.
- Investigate product safety issues as directed.
General Territory Engineering Support- Act as the engineering contact point across the Americas, providing expertise on product, technology, and general engineering principles.
- Support PR and James Dyson Foundation initiatives with engineering expertise.
- Serve as territory expert for global RDD, supplying region-specific knowledge.
Additional Duties- Take on new activities relevant to the role's purpose as needed.
- Drive operational improvements and create supporting documentation.
- Think creatively to spot opportunities for improvement.
- Proactively identify and solve problems.
Individual QualificationsExperience and Education- Bachelor's degree in Mechanical Engineering, Product Design, or an engineering-based design subject.
Skills- Good technical strength across mechanical engineering areas with an understanding of basic electrical principles and, ideally, basic electronics.
- Basic statistical skills.
- Proficiency in Microsoft Excel required.
- Willing and able to travel internally in the Americas region and internationally.
- Valid Passport
Competencies- Good communication skills, both written and oral and on both a technical and non-technical level.
- Strong attention to detail and accuracy.
- Analytical ability, both in engineering terms and more general problem solving.
- Adaptable and flexible.
- Creative and methodical problem solver
Compensation: $81,600 - $102,000 annually + bonus opportunity
Benefits Financial benefits:
• 401K with up to a 4% match
• Company paid Life Insurance and AD&D
• Flexible Savings Account (FSA) and Health Savings Account (HSA)
Lifestyle benefits:
• Competitive Paid Time Off Benefits including Separate Holiday, Sick, and Vacation Time
• Pre-tax Commuter Benefits (applicable areas only)
• Generous Child Care Leave Program
• Wellness Program
• Employee Assistance Program
• Dyson Product Discounts
Health benefits:
• Multi-Level Healthcare Coverage Options
• Vision & Dental Coverage
• Company paid Short-Term and Long-Term Disability
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