Service Center Manager

Shinola•Detroit, MI

About The Position

The Service Center Manager leads Shinola’s service and repair operations, focusing on repair quality, customer satisfaction, operational efficiency, and continuous improvement. The role oversees the people, processes, and systems that support the end-to-end service experience, from product intake and diagnosis through repair, quality inspection, and return to the customer. The Manager develops a high-performing team, maintains operating standards, and improves workflows, productivity, quality, and turnaround times. Working closely with Manufacturing, Supply Chain, Customer Service, Quality, Finance, Customer Experience, and Retail, the Manager strengthens the connection between service operations and the broader business and ensures that the main Service Center and Retail service environments operate to high standards. The role calls for strong people leadership and operational discipline, along with a commitment to craftsmanship, problem-solving, and customer experience. This job description is not all-inclusive; the employee may be required to perform other duties to meet the organization’s ongoing needs. Filson and Shinola are equal opportunity employers and offer reasonable accommodation to applicants or employees with disabilities.

Requirements

High school diploma.
Training and/or experience in watch repair, horology, jewelry repair, luxury goods, consumer product repair, or another precision-service environment.
At least 3 years of supervisory or leadership experience in a service or production environment.
Experience using operational data to improve turnaround time, labor productivity, repair quality, and customer satisfaction.
Experience with service management, ERP/CRM, inventory management, or repair-tracking systems.
Experience coaching and training in a technical capacity.

Nice To Haves

Lean, Six Sigma, or other continuous-improvement training or certification.

Responsibilities

Coach the Service Center Supervisor in leading daily operations, including repair workflows, capacity, staffing, backlog, and turnaround times.
Establish standardized processes and performance expectations to improve safety, efficiency, productivity, and service delivery.
Monitor operational performance and implement improvements that increase throughput while maintaining quality.
Ensure repairs meet Shinola’s technical standards and quality expectations.
Establish quality controls and monitor defects and repeat repairs.
Partner with Manufacturing and Quality teams to identify product issues and improve repair processes and product reliability.
Lead, coach, and develop team members, setting clear expectations for performance, quality, productivity, and accountability.
Build technical capabilities through training, cross-training, and ongoing development; ensure team members understand their duties, delegated tasks, and expected performance levels.
Conduct evaluations and performance appraisals and understand staff performance and development gaps.
Ensure timely, high-quality repairs that deliver an exceptional customer experience.
Establish and monitor service standards for turnaround time, repair quality, and customer satisfaction.
Partner with Customer Experience and Retail teams to resolve escalations and improve the end-to-end service experience.
Manage operating expenses, labor, repair costs, and resources against established budgets and financial targets.
Identify opportunities to improve cost efficiency, reduce warranty and rework costs, and improve service profitability.
Maintain a Service Center scorecard and operating rhythm to drive visibility, accountability, and results.
Use operational data and structured problem-solving to address recurring issues and improve performance.
Collaborate with Manufacturing, Supply Chain, Quality, Customer Experience, Retail, and Finance to resolve issues and drive sustainable improvements.