Service Manager - Bal Harbour

Bucherer USA•Bal Harbour, FL

10d•Onsite

About The Position

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.

Requirements

3+ years of relevant luxury retail experience, including at least one year of management experience.
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.
Must be able to work a flexible schedule throughout the week
A passion for developing clientele and selling

Nice To Haves

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

Responsibilities

Ensure an outstanding customer experience by ensuring the service team provides the best possible support to satisfy the client.
Maintain appropriate inventory levels of straps and accessories to support sales.
Handle client issues with outstanding diplomatic skill, creating a positive experience for the customer.
Ensure that the Service Department is neat and clean at all times and the accessories are organized and attractively displayed.
Ensure that monthly sales targets are achieved for service and accessories.
Diligent follow-up with customers to pick-up repairs and special orders.
Focus on building clientele.
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.