Service Design Engineer

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 scope of the Service Design Engineer is to ensure that early proposed and agreed Serviceability principles of product design are adhered to by controlling mechanical, electronics and software architecture requirements implementation and assembly integration throughout the milestone process up to launch and beyond. This role focuses on Design for Serviceability (DFS) and provides key expertise working with Design, Quality and Manufacturing teams, enhancing the serviceability level of Dyson products, and providing tangible solutions for our Customer Service and Aftersales teams to aid in the fix of the product. The balancing of cost and customer satisfaction as principal elements of all available solutions always must be considered.

Day to day

Overall, the Service Design Engineer is expected to:

• Specify serviceability requirements during product development to ensure Dyson products are easily repairable.
• 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.
• Communicate fluently with global teams using the English language.

In detail, the Service Design Engineer 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 essential
• Experience in Aftersales roles (Field Engineer/Tech Services), a strong preference
• Proven experience in manufacturing, quality, design, and reliability is essential
• You will currently be working for an organisation where improving Customer Satisfaction is fundamental to long-term strategy
• Knowledge and understanding of customer product design and customer experience is essential
• Motivated and innovative in finding viable solutions to meet deliverables any given timeline
• Product applied mechanical/electrical/software qualifications desirables
• 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.