Customer Service Manager (Technical Service Manager)

The Swatch Group is the world's number one manufacturer of finished watches. With its 16 watch brands, the Group is present in all price segments and is also active in the manufacture and sale of jewelry, watch movements and components.

Swatch Group unites, among other companies, the following watch brands under its roof: Breguet, Harry Winston, Blancpain, Glashütte Original, Jaquet Droz, Omega, Longines, Rado, Union Glashütte, Tissot, Balmain, Certina, Mido, Hamilton, Swatch and Flik Flak. Swatch Group is also an important player in advanced nanomechanical, nano electronic and Bluetooth technologies essential to watchmaking and other industries.

We are seeking an experienced Customer Service Manager (Technical Service Manager) , reporting directly to the Country Manager, to lead our national Technical Service and Watch Repair Operations. The role will be responsible for ensuring the highest standards of technical quality, operational efficiency, and service excellence across our portfolio of brands.

Key Responsibilities:

• Lead and manage the day-to-day Technical Service / Watch Repair operations and ensure efficient workflow excluding customer care operations.
• Manage and develop the watchmakers and technical service team, including workload allocation, performance, quality and training.
• Ensure watch repair, maintenance, overhaul and technical service activities are performed in line with Swatch Group and brand standards.
• Monitor and continuously improve repair quality, turnaround times, productivity and operational efficiency.
• Identify and manage technical equipment, tools, spare parts and infrastructure requirements.
• Analyse technical issues, identify root causes and implement corrective and preventive actions.
• Develop and monitor key technical service KPIs, including repair lead times, workload, quality and repeat repairs.
• Manage and monitor the performance and compliance of Authorized Technical Centres (ATCs), subcontractors and the authorized service network.
• Ensure compliance with technical procedures, brand standards, pricing policies and relevant regulations.
• Identify technical training needs and coordinate training and development programs for the technical team.
• Provide technical assessment and support for complex cases and customer complaints related to product repairs.
• Maintain close cooperation with Swatch Group and brand headquarters on technical matters, standards and service processes.
• Manage the departmental budget and relevant operational expenditure.
• Ensure effective administrative processes and a safe, well-equipped working environment within the department.

Qualifications:

• Bachelor’s degree in engineering, business administration, technical services or a related field; watchmaking background is an advantage.
• Proven experience in watchmaking, technical service, after-sales or watch repair operations and managing technical teams.
• Minimum 10 years of experience in technical service, watchmaking, after-sales service or watch repair operations, preferably .
• Strong understanding of technical quality, process management and operational efficiency.
• Strong leadership, strong analytical skills, planning, problem-solving skills and customer focus.
• Experience in KPI, reporting and budget management.
• Strong communication and stakeholder management skills.
• Good command of English.
• Proficiency in MS Office.