Associate Repair Operations Manager

Overview

Lead day-to-day repair operations in Japan, ensuring repair services are delivered efficiently, consistently and to Dyson standards, working with repair service providers, logistics partners, quality, supply chain, customer service and Global Service teams.

What you'll do

• Lead daily repair operations across all product categories.
• Manage repair service providers to meet agreed service levels and operational targets.
• Monitor repair capacity, productivity, utilization and repair quality.
• Support business continuity planning and operational risk mitigation.
• 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.
• Own and manage key repair KPIs: Turnaround Time (TAT), Net Promoter Score (NPS), First Time Fix Rate (FTFR), Repair Completion Rate and Repair Quality Metrics.
• Analyze KPI performance, identify root causes of operational gaps, and develop and implement corrective action plans.
• Conduct regular operational performance reviews with service providers.
• Lead operational excellence and continuous improvement initiatives, including productivity and quality improvement projects.
• Identify workflow, process and system improvement opportunities, and support automation and process standardization where appropriate.
• Investigate operational issues and implement sustainable solutions.
• 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 communicated and implemented.
• Support technical capability development within repair partners and monitor technical issues with global teams.
• Lead repair readiness activities for new product launches, including tools, documentation, training materials and repair capabilities, and identify related operational risks.
• Develop, maintain and improve technical training programs for repair service providers and technicians, and monitor training effectiveness.
• Build strong relationships with repair service providers and operational partners, and influence cross-functional stakeholders.
• Prepare weekly, monthly and quarterly operational performance reports, support forecasting and capacity planning, and provide data-driven recommendations to management.

What you'll need

• 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.

Nice to have

• 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.

Details

• Location: Yokohama Service Center, Japan.