Service Manager - King of Prussia, PA

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.

Responsibilities

• Ensure an outstanding customer experience by:
  • Maintaining enthusiastic and confident Service Client Advisors knowledgeable in watch repairs, explaining warranties, and setting repair time expectations.
  • Employing reliable Watch Technicians to handle in-store repairs, cleaning, sizing, and setting watches.
  • Utilizing efficient Expeditors to enter repairs into the service program and send them to the appropriate repair facility.
  • Following up on escalations and reports as needed.
  • Referring customers to Client Advisors for trade-in purchases when repairs are not financially viable.
• Maintain appropriate inventory levels of straps and accessories, placing special orders as needed.
• Handle client issues diplomatically, ensuring a positive experience, and follow up on client comments from service surveys.
• Keep the Service Department neat, clean, and well-organized with attractively displayed accessories.
• Achieve monthly sales targets for service and accessories by diligently following up with customers for repair pickups and special orders.
• Focus on building clientele.
• Manage Service Department Operations by:
  • Supervising daily activities of Watch Technicians, Service Client Advisors, and Expeditors.
  • Training Service Client Advisors and Expeditors on job duties and providing ongoing feedback for service improvement.
  • Leveraging the service computer system to track watch repairs and service clients.
  • Using the Internet to access manufacturer service tracking programs for outstanding repairs.
  • Approving manufacturer invoices for repairs and ensuring timely processing by Accounts Payable.
  • Maintaining clear communications with the Store Manager and Corporate Services.
  • Ensuring all watches and accessories in the Service Department are accounted for and secure.
  • Addressing minor performance issues with direct reports and escalating to the Store Manager as needed.
  • Implementing corporate initiative programs/policies and ensuring compliance.
  • Monitoring and evaluating daily escalations and reports.
  • Reporting system and hardware issues to the IT Helpdesk and copying 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-oriented.
• 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 a related discipline is preferred.
• Bi-lingual language proficiency is a plus to cater to an international customer base.
• Must be able to work a flexible schedule throughout the week.
• A passion for developing clientele and selling.