Associate Repair Operations Manager

About Us

Dyson is a global technology company committed to solving the problems others ignore. Through relentless improvement, pioneering engineering and scientific innovation, we create products that perform better.

Our Customer Success & Service Delivery team plays a critical role in protecting the Dyson brand beyond the point of sale. We are responsible for delivering exceptional after-sales experiences that drive customer satisfaction, loyalty and advocacy.

As our business continues to grow, we are looking for an Associate Repair Operations Manager who will lead repair operations, drive operational excellence, and continuously improve repair service performance while ensuring high-quality after-sales support.

About the Role

Associate Repair Operations Manager is responsible for leading the day-to-day repair operations in Japan and ensuring repair services are delivered efficiently, consistently, and in line with Dyson standards.

This role works closely with repair service providers, logistics partners, quality teams, supply chain teams, customer service teams, and Global Service functions to drive operational excellence, repair quality, and service performance.

The position is accountable for repair operational performance, technical support governance, service readiness for new product introductions, repair knowledge management, and technical capability development across the repair network.

The Associate Repair Operations Manager serves as a key liaison between Global Service teams and local repair partners, ensuring repair processes, technical information, and operational requirements are effectively deployed and executed across the repair network.

This role requires strong operational leadership, technical understanding, analytical thinking, stakeholder management skills, and a passion for continuous improvement.

Key Responsibilities

Repair Operations Management

Lead daily repair operations across all product categories.

Manage repair service providers to ensure performance meets agreed service levels and operational targets.

Monitor repair capacity, productivity, utilization, and repair quality.

Support business continuity planning and operational risk mitigation activities.

Resolve day-to-day operational challenges and implement timely corrective actions.

Provide operational and technical support to third-party repair service providers.

Ensure Dyson repair standards, operational processes, and service requirements are consistently followed across the repair network.

KPI and Performance Management

Own and manage key repair operational KPIs including:

Turnaround Time (TAT)

Net Promoter Score (NPS)

First Time Fix Rate (FTFR)

Repair Completion Rate

Repair Quality Metrics

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Additional responsibilities include:

Analyze KPI performance and identify root causes of operational gaps.

Develop and implement corrective action plans.

Drive continuous KPI improvement through structured performance management.

Conduct regular operational performance reviews with service providers.

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Continuous Improvement

Lead operational excellence and continuous improvement initiatives.

Identify workflow, process, and system improvement opportunities.

Drive productivity and quality improvement projects.

Support automation and process standardization initiatives where appropriate.

Apply data-driven problem-solving methodologies to improve repair performance.

Investigate operational issues and implement sustainable solutions.

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Technical Support & Knowledge Management

Provide technical operational support to third-party repair vendors.

Act as the primary operational liaison between Global Service teams and local repair partners.

Obtain and deploy technical information, troubleshooting guidance, repair procedures, and service requirements for new and existing products.

Establish, maintain, and continuously improve repair knowledge bases and technical documentation.

Ensure repair manuals, technical bulletins, and service updates are effectively communicated and implemented.

Support technical capability development within repair partners.

Monitor technical issues and collaborate with global teams to drive resolution.

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New Product Introduction (NPI/NPD) Service Readiness

Lead repair readiness activities for new product launches.

Coordinate with Global Service teams to understand repair processes, service requirements, and technical expectations for new products.

Ensure repair partners are prepared with the required tools, documentation, training materials, and repair capabilities.

Support implementation of repair processes and technical standards for newly launched products.

Identify operational risks associated with new product introductions and drive mitigation plans.

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Technical Training

Develop, maintain, and improve technical training programs for repair service providers and technicians.

Coordinate technical training activities for new product launches and service process updates.

Ensure repair technicians possess the required knowledge, skills, and certifications to perform repairs effectively.

Partner with Global Service teams to localize and deploy technical training materials.

Monitor training effectiveness and identify capability gaps across the repair network.

Drive continuous improvement of technical competency within service providers.

Support onboarding and ongoing skill development of repair technicians.

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Stakeholder & Vendor Management

Build strong relationships with repair service providers and operational partners.

Collaborate closely with Customer Service, Logistics, Supply Chain, and Global Service teams.

Conduct regular operational reviews and performance discussions with service providers.

Influence cross-functional stakeholders to achieve shared operational objectives.

Escalate and resolve operational issues as required.

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Reporting & Analytics

Prepare weekly, monthly, and quarterly operational performance reports.

Analyze repair operation trends and identify improvement opportunities.

Support forecasting and capacity planning activities.

Provide data-driven recommendations to management.

Maintain visibility of operational performance, risks, and improvement initiatives.

About You

Essential Skills & Experience

5+ years of experience in repair operations, service operations, technical support, or related operational functions.

Strong understanding of repair operations and outsourced service management.

Experience managing operational KPIs and driving performance improvement initiatives.

Technical aptitude with the ability to understand repair processes and product technologies.

Experience supporting new product introductions and service readiness activities.

Excellent analytical and problem-solving skills.

Strong stakeholder management and communication skills.

Experience working with third-party service providers and cross-functional teams.

Experience utilizing data to drive operational improvements and informed decision-making.

Ability to work effectively in a fast-paced and changing environment.

Fluent Japanese and business-level English communication skills.

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Preferred Experience

Consumer electronics, home appliances, or technology industry experience.

Experience working with global or regional service organizations.

Knowledge of repair operations, technical service delivery, and outsourced support models.

Lean Six Sigma or continuous improvement certification.

Experience in technical documentation, training, and knowledge management.

Experience working within a global matrix organization.

Leadership Expectations

We are looking for a leader who:

Demonstrates ownership and accountability.

Uses data to make