What are the responsibilities and job description for the Sales & Service Site Technician position at Dyson?
About Us
Dyson launched in the US in 2002, and since then operations have grown exponentially. Our US headquarters is based in Chicago's Fulton Market neighborhood. We also have employees working in field sales, our service centers, and in our growing number of Beauty and technology Demo Store’s across the country.
We are a beauty and technology global enterprise. We’re growing fast and our ambition is huge - more categories, more locations and more people.
Our Customer Service team forms a direct link between the business and Beauty and technology owners. The team are technology experts, trained to give specialist advice and guidance to solve real problems for people. Working to daily targets, they resolve technical queries, provide product information, deliver excellent customer service and upsell.
About The Role
At Dyson, how we reward you is linked to our high-performance culture. But it’s about more than salary and bonus. Through a package of financial, lifestyle and health benefits, we support whatever stage of life you’re in and the moments that matter.
Financial Benefits
Dyson launched in the US in 2002, and since then operations have grown exponentially. Our US headquarters is based in Chicago's Fulton Market neighborhood. We also have employees working in field sales, our service centers, and in our growing number of Beauty and technology Demo Store’s across the country.
We are a beauty and technology global enterprise. We’re growing fast and our ambition is huge - more categories, more locations and more people.
Our Customer Service team forms a direct link between the business and Beauty and technology owners. The team are technology experts, trained to give specialist advice and guidance to solve real problems for people. Working to daily targets, they resolve technical queries, provide product information, deliver excellent customer service and upsell.
About The Role
- This is a full-time on-site role located in the area
- Hours are Tuesday through Saturday, with schedules subject to business needs and customer demand
- Perform in-person diagnosis, troubleshooting, and repair of Dyson products including vacuums, purifiers, fans, hair care devices, and related technologies
- Use consultative questioning to understand customer needs beyond the immediate product concern and recommend appropriate service or product solutions
- Communicate repair findings, maintenance recommendations, and replacement options clearly to customers
- Promote relevant Dyson products, accessories, and services through trust-based cross-selling conversations
- Provide excellent customer service while managing customer expectations in real time
- Process customer transactions and service details accurately within Dyson systems
- Complete daily and weekly operational reporting as required
- Manage parts usage, inventory accuracy, and service documentation
- Follow Dyson service processes, quality standards, and escalation procedures
- Support escalated repair cases and collaborate with broader service teams when needed
- Maintain a calm, solution-focused approach while handling multiple customer priorities in a fast-paced environment
- Guide customer conversations professionally by explaining repair options, product value, and available replacement solutions
- Build customer trust through clear technical explanation and recommendation of the most appropriate repair or replacement path
- Support daily performance goals by balancing technical service, paid repair opportunities, and relevant product recommendations
- Handle objection-based conversations professionally while maintaining a premium customer experience
- 6 plus months of experience in customer service, retail sales, service operations, or related customer-facing environments
- Ability to communicate confidently with customers, including during objection handling or service-related discussions
- Aptitude for learning technical diagnosis and repair procedures
- Curiosity to uncover hidden product needs beyond stated complaints.
- Demonstrates empathy and provides clear guidance to ensure customers choose the best long-term solution
- Strong verbal, written, and interpersonal communication skills
- Ability to prioritize in a fast-paced environment
- Experience using Microsoft Office including Microsoft Excel, Microsoft Outlook, and Word
- Collaborative mindset with proven success in team environments
- Ability to lift and move up to 50 lbs
- High School Diploma or equivalent preferred
- Must be at least 18 years of age
At Dyson, how we reward you is linked to our high-performance culture. But it’s about more than salary and bonus. Through a package of financial, lifestyle and health benefits, we support whatever stage of life you’re in and the moments that matter.
Financial Benefits
- 401K with up to a 4% match
- Company paid Life Insurance and AD&D
- Flexible Savings Account (FSA) and Health Savings Account (HSA)
- Competitive Paid Time Off Benefits including Separate Holiday, Sick, and
- Vacation Time
- Pre-tax Commuter Benefits (applicable areas only)
- Generous Child Care Leave Program
- Wellness Program
- Employee Assistance Program
- Generous Dyson Product Discounts
- Multi-Level Healthcare Coverage Options
- Vision & Dental Coverage
- Company paid Short-Term and Long-Term Disability