Service 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 with an additional office located in New York City. We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Store’s across the country. 

We're committed to our campus culture and want to have people collaborating, developing, and learning from each other. By having everyone on campus together, we have been able to nurture a fantastic social and dynamic environment.

About the Role:

• This is a full-time on-site role located in the area
• Hours are Monday through Friday, with schedules subject to business needs and customer demand
• Perform in-person diagnosis, troubleshooting, and repair of Dyson products including vacuums, purifiers, fans, hair care devices, and related technologies
• Complete complex repairs and achieve established productivity and repair volume targets.
• Manage repair turnaround times to ensure products are repaired and returned to customers within established service level expectations while maintaining quality standards.
• Evaluate products thoroughly to identify repair opportunities and help mitigate unnecessary product exchanges.
• Communicate with customers via phone and email regarding repair status, repair outcomes, unrepairable determinations, and exchange options.
• Demonstrate empathy and professionalism when communicating difficult repair outcomes and available resolutions.
• Accurately document repair activities, parts usage, and customer interactions within Dyson systems.
• Utilize Microsoft Excel, Microsoft Teams, and multiple business applications to support repair operations and customer communication.
• Manage parts inventory and maintain accurate service documentation.
• Package repaired products according to Dyson packaging and shipping standards to ensure quality, product protection, and a consistent customer experience.
• Meet established performance expectations related to productivity, repair quality, turnaround time, exchange mitigation, and customer satisfaction.
• Drive positive customer survey results through quality repairs, effective communication, and timely service.
• Support escalated repair cases and collaborate with internal teams to resolve complex product issues.
• Maintain a safe, organized, and efficient work environment while managing competing priorities.

About You:

• Experience in repair operations, technical service, electronics repair, appliance repair, manufacturing, or a related technical environment preferred. 

• Strong mechanical aptitude and troubleshooting skills with the ability to diagnose, repair, and test products. 

• Ability to follow standardized repair, testing, documentation, and packaging processes while meeting productivity and turnaround time expectations. 

• Strong attention to detail with a commitment to quality, accuracy, and consistency. 

• Demonstrates sound judgment when evaluating repair and exchange options, with a focus on identifying successful repair opportunities when appropriate. 

• Demonstrates empathy and professionalism when handling difficult customer conversations, including unrepairable products, repair limitations, and exchange resolutions. 

• Comfortable communicating with customers professionally through phone and email. 

• Proficient computer skills with the ability to learn and navigate multiple software applications simultaneously. 

• Experience using Microsoft Excel and Microsoft Teams. 

• Ability to manage multiple systems, applications, and tasks while maintaining accuracy and productivity. 

• Strong verbal, written, and interpersonal communication skills. 

• Ability to prioritize work effectively and adapt in a fast-paced environment. 

• Demonstrated accountability for individual performance, repair quality, turnaround time, customer satisfaction, and exchange mitigation results. 

• Ability to work independently and collaboratively as part of a team. 

• Ability to lift and move up to 50 lbs. 

• High School Diploma or equivalent preferred. 

• Must be at least 18 years of age. 
  

Salary: $22/hour + bonus opportunity

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: 

• 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 
• Generous Dyson Product Discounts 

Health benefits: 

• Multi-Level Healthcare Coverage Options 
• Vision & Dental Coverage 
• Company paid Short-Term and Long-Term Disability

Dyson is committed to fostering an inclusive and accessible environment that reflects the diversity of the community in which we live. If requested, we will provide reasonable accommodation during the recruitment process for persons with disabilities. Contact us at [email protected] for more information. Dyson is an Equal Opportunity Employer.

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