bout 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:
The Lead Reliability Engineer function within a market is responsible for identifying issues which could drive customer dissatisfaction on current products acting as the business’s ‘early warning system’. This involves spotting trends in field reliability and quality and providing weekly updates to the relevant business areas to help close-out new issues quickly, effectively and with the minimum of business disruption. Additional activities will include support for reducing Cost of Quality, and continuous improvement for launched product. The territories to be responsible for are HK, TW, India and SEA markets.
MAIN ACCOUNTABILITIES AND SUPPORTING ACTIVITIES:
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.
Fulfil duties for global quality team
- Manage cost of quality and reliability/ satisfaction monitoring of all Dyson products and will partner with key cross-functional after sales initiatives and represent Market Quality team in them. The global reduction of exchanges, conversion of exchanges in to less cost impact options, and the measurement of operational compliance to service standards will be a key area of focus.
Individual Qualifications
Experience and Education
Skills
Competencies
- A Degree in Engineering, or related field with 3-5 years of experience in an engineer role, in an Engineering, Quality Assurance, Test & Verification, Compliance & Safety, Customer Satisfaction or Front-end Customer Relationship Management environment.
- Good technical strength across mechanical engineering areas with an understanding of basic electrical principles and, ideally, basic electronics.
- Previous experience in Demostic Electrical Appliance.
- Advanced statistical analysis skills.
- Proficiency in Microsoft Excel required.
- Willing and able to travel internally in HK&TW, occasionally in SEA countries at short notice.
- Excellent communication skills and the ability to influence cross functional teams.
- Good communication skills, both written and oral and on both a technical and non-technical level. In English and Chinese.
- Strong attention to detail and accuracy.
- Analytical ability, both in engineering terms and more general problem solving.
- Adaptable, creative and flexible.
- Willingness to get stuck in, get your hands dirty and be a flexible team player
- Good organisation skills with the ability to multi-task and manage time across multiple activities and categories.
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.
