Job Title:    Service Manager                            

Reports to: Store Director                                                         

Division:     Retail

OVERVIEW

The Service Manager is responsible for managing all aspects of the Service Department with the goal of providing an outstanding client experience.  This is accomplished by ensuring the service team provides the best possible support to satisfy the client. The Service Manager is also responsible for meeting or exceeding monthly sales goals for repairs and accessories, ensuring that the business flourishes.

ESSENTIAL JOB RESPONSIBILITIES

Ensure an outstanding customer experience

• In partnership with other areas of the store, create a positive and inviting environment for the discerning customer by ensuring the following:




• Enthusiastic and confident Service Client Advisors that are knowledgeable in watch repairs, explaining warranties and setting expectations on the time it takes to repair a watch.


• Reliable Watch Technicians on staff to handle in-store repairs and support the sale of a watch by cleaning, sizing and setting the watch.


• Efficient Expeditors that enter all repairs into the service program and send to the appropriate repair facility.


• Follow-up on escalations and reports as needed.


• In the event that a watch is not financially worth repairing, refer customer to Client Advisors to discuss a trade-in purchase.




• Maintain appropriate inventory levels of straps and accessories to support sales.  Place special orders as needed.


• Handle client issues with outstanding diplomatic skill, creating a positive experience for the customer. 


• Follow up as needed with client comments from service survey.


• Ensure that the Service Department is neat and clean at all times and the accessories are organized and attractively displayed.

Sales Goals

• Ensure that monthly sales targets are achieved for service and accessories.


• Diligently following up with customers to pick-up repairs and special orders. 


• Focus on building clientele.

Efficiently manage Service Department Operations

• Supervise daily activities of Watch Technician, Service Client Advisor and Expeditor.


• Train Service Client Advisors/Expeditors on how to perform their job duties and responsibilities.  Provide on-going feedback on how to improve service.


• Fully understand and leverage the service computer system to track watch repairs and service the client.


• Utilize the Internet to access manufactures service tracking programs on outstanding repairs.


• Approve manufacturer invoices for repairs and ensure they are sent to Accounts Payable to be processed in a timely manner.


• Maintain clear communications with Store Manager and Corporate Services.


• Ensure that all watches and accessories in the Service Department are accounted for and secure.


• Address minor performance issues with direct reports, such as attendance and escalates to Store Manager as needed.


• Implement corporate initiative programs/policies and ensure their compliance.


• Monitor and evaluate daily escalations and reports.


• Report all system and hardware issues to the IT Helpdesk and cc’s the National Service Director.

QUALIFICATIONS

• 3+ years of relevant luxury retail experience, including at least one year of management experience.


• Prior watch and fine jewelry experience is helpful but not required.


• Expert communication, leadership, and management skills.


• Sales driven and results orientated.


• Willing to be hands-on and work with the team to fulfill operational and organizational needs.


• A Bachelor’s degree or equivalent in business or related discipline is preferred.


• Bi-lingual language proficiency is a plus to cater to our international customer base.


• Must be able to work a flexible schedule thorughout the week


• A passion for developing clientele and selling

We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, sex, gender, veteran status, genetic information or any other characteristic protected by applicable federal, state or local laws.