Summary
The Operations Manager for After Sales Service will lead a team of technicians and administrative staff overseeing the complete watch repair cycle from intake to delivery, ensuring efficient workflows, accurate documentation, and high quality customer communication and inventory control.
Responsibilities
- Manage daily operations of the After Sales Service and enforce brand standards.
- Oversee and participate in the watch repair cycle from receiving to outgoing shipments.
- Record repair data and customer information in the Pro Concept system.
- Generate repair estimates for quartz and mechanical watches and coordinate with watchmakers.
- Communicate estimates and repair status to customers professionally.
- Assign repairs to technicians and monitor repair output and quality.
- Coordinate with customer care center on pending repairs and inquiries.
- Generate accurate customer invoices upon repair completion.
- Maintain spare parts inventory, perform cycle counts, and order parts as needed.
Requirements
- Self motivated with ability to work independently and manage multiple priorities.
- Excellent organizational, time management, and attention to detail skills.
- Strong customer service and interpersonal communication skills.
- Experience collaborating with technical teams and supervising staff.
- Proficient with MS Office and able to learn new software quickly.
- Understanding of technical products or aptitude to learn watch repair processes.
- Bachelor's degree preferred or equivalent experience.
- Retail jewelry store management experience preferred or 3-4 years of office management in a production environment.
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