Role Overview
The Service Design Team has the opportunity of early engagement within product development and therefore to directly impact the experience of customers regarding the effectiveness of the Dyson Service Proposition. We have a responsibility across all product categories, to include haircare, environmental and floor care products. We could directly impact on the experience of customers and their journeys when contacting Dyson in need for help.
The Lead Service Design Engineer is responsible for driving serviceability strategy and execution across product categories, ensuring Dyson products deliver best-in-class repairability and customer experience.
Building on strong technical foundations in Design for Serviceability (DFS), this role leads cross-functional alignment, sets service requirements, and drives delivery across the NPD lifecycle, balancing cost, performance, and customer satisfaction. The role acts as a key interface between Engineering, Manufacturing, Quality, and Customer Service, shaping how service is designed into Dyson products from concept through to launch and in-market support.
Key Responsibilities
The Lead Service Design Engineer is expected to:
- Service Design Delivery
- Define and own serviceability requirements for products and features across NPD programmes
- Establish clear principles and standards for Design for Serviceability, ensuring consistent application across teams
- Lead the development of repair strategies, including parts, processes, tools, and diagnostics
- Cross-functional Leadership
- Act as the primary service design lead within project teams and across categories
- Influence engineering, manufacturing, and quality decisions to ensure alignment with service objectives
- Build strong stakeholder relationships across global teams to embed service considerations early in design
- NPD Delivery & Governance
- Lead service deliverables across the full NPD milestone process, ensuring timely and high-quality outcomes
- Own reporting, risk management, and escalation of serviceability issues across programmes
- Anticipate and manage the impact of design changes on service strategy and downstream operations
- Provide technical insights & solutioning
- Provide deep technical direction on serviceability across mechanical, electrical, and software domains
- Lead FMEA and technical validation activities to ensure robust, scalable repair solutions
- Approve or challenge design decisions where serviceability or customer experience is at risk
- Commercial & Business Case Leadership
- Develop and own business cases for service solutions, balancing cost, repair efficiency, and customer satisfaction
- Drive decision-making using data, financial modelling, and customer insights
- Change & In-Market Impact
- Lead evaluation of product changes and their implications on service operations globally
- Ensure clear communication and deployment of service changes to aftersales teams
- Team & Capability Development
- Coach and guide a team of service design engineers, setting technical direction and raising capability
- Drive continuous improvement in service design processes, tools, and standards
- Deliver repair instructions, repair tools and software diagnostic tools, all of which supports Dyson Aftersales service engineers globally to repair Dyson products.
- Handle queries from Dyson Aftersales service teams and provide technical support on repair processes.
- Strong and clear communicator
This role will be required to make tangible contributions to the following:
Service Design Requirements
- Coordinate with Customer Service stakeholders (Group) to support service deliverables as part of Dysons NPD Milestone Process – these will include multi-channel engagement for the Customer support plan across:
- Repair process and parts definitions
- Repair & technical training
- Service workshop & repair equipment development
- Understand and support agreed repair requirements once handed over at Dysons early milestones (TS). Translate the service requirements at engineering level to each project team at a detailed technical level e.g. define what ‘fix’ should look like in parts/assembly/process/testing etc.
- Ensure Electronics/software for product and equipment requirements are understood and executed by Design teams whether Dyson or outsourced partners; any requirement deviation must be fully justified by a business case rationale. Compliance with legislative regulations is not negotiable.
- Able to raise and construct financial models to ensure a business case exists for any planned repair or equipment proposal prior to development and delivery of the same.
- Become familiar with the category portfolio and technologies contained within each new product proposal. Build strong relationships across the category to raise visibility of Customer Service within the product development cycle. Ensure requirements are shared and complied with, compatibly with those within Engineering, Manufacturing, and Quality
- Be the daily focal point for service (technical) based questions from the Engineering teams across both categories.
- Execute accurate and regular reporting on progress of service (fix) requirement implementation for each NPD.
- Anticipate, document, and advise the teams of any product changes which may be agreed during this phase of NPD whether they may/may not affect agreed and intended strategy.
- During all stages of product development ensure that the principles of Sustainability and Design for Service is protected and delivered as part of the service requirements.
- Perform FMEA and technical analysis with Engineering, Manufacturing and Quality teams, to obtain signoffs for repair process
- Manage external suppliers to develop customized service equipment
Change Management
- Liaise with the category engineering teams and Group Customer Service to bring clarity to all proposed in market product change.
- Follow up on upcoming deviation and changes to Dysons product portfolio - evaluating and documenting potential impact items with the teams to deliver appropriate communications and actions.
Experience & skills required:
- Electronics or Computing Engineering degree is essential
- Min. 5 years experience in Aftersales roles (Field Engineer/Tech Services)
- Proven experience in manufacturing, quality, design, and reliability is essential
- Deep understanding of product architecture and customer experience implications
- Demonstrated ability to lead cross-functional teams and influence senior stakeholders
- Experience developing business cases and making cost vs. service trade-offs
- Strong analytical, problem-solving and decision-making capability
- Proven track record of improving serviceability outcomes at product or system level
- Motivated and innovative in finding viable solutions to meet deliverables any given timeline
- Product applied mechanical/electrical/software qualifications is desirable
- Effective team player with strong interpersonal skills and ability to influence stakeholders across global organization to drive change
- Ability to multi-task and successfully balance multiple deliverables
- Ability to review new engineering designs and provide feedback for serviceability enhancements
- Prior experience in developing, optimizing, and documenting technical procedures.
- Able to work in a multi-disciplinary environment.
- Fluency in English language is essential
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.
