WATCH REPAIR EXPERT-AFTERSALES
Workbase: Hongkong
(Fulltime and On-site Work)
Company Profile:
Montrichard (H.K.) LTD is a well-established multi-national and innovative watchmaking company for over 25 years. It has offices based in Europe, Asia, North America and Africa to cater more the customers.
Montrichard (H.K.) LTD has been a regular exhibitor at all the most important worldwide watch events in Switzerland and HKTDC Hong Kong Watch & Clock Fair. We are focused on servicing and developing middle to high-end watch brands & watch licenses. We use the latest technology and provide the best product quality standards. Our people are trained according to the professional style of working. With us, you will encounter various job challenges and opportunities that will test and improve your skills and abilities.
Primary Function:
The Watch Repair Expert & Aftersales Manager is responsible for establishing, leading, and maintaining a world-class professional watch repair and aftersales service center. This role ensures that customers receive premium, reliable, and timely aftersales support, while also driving global collaboration with external service partners to expand the brand’s aftersales footprint.
The mission is twofold:
1. Operational Excellence – Develop a fully functional, professional repair center equipped with skilled watchmakers, standardized processes, and advanced tools to handle all levels of watch service and repair.
2. Global Aftersales Network – Build strong partnerships with certified international aftersales centers to create a seamless, global repair and service ecosystem aligned with brand standards.
Key Responsibilities:
1. Establishing a Professional Repair Center
- Set up and oversee daily operations of the in-house watch repair center.
- Ensure compliance with international watchmaking and service standards (Swiss COSC, WOSTEP, or equivalent).
- Implement robust quality control procedures for diagnosis, repair, assembly, polishing, testing, and final quality checks.
- Manage spare parts inventory, ensuring traceability, authenticity, and availability for efficient repair workflows.
- Train, mentor, and supervise watchmakers, technicians, and service coordinators to uphold excellence.
2. Customer Service & Aftersales Excellence
- Design and implement customer-centric aftersales processes, ensuring clear communication, timely updates, and transparency in repair costs and timelines.
- Monitor customer satisfaction levels, address escalations, and implement corrective measures where needed.
- Develop service policies, warranty guidelines, and extended-care programs to enhance brand loyalty.
- Introduce digital tools (CRM/service tracking portals) for real-time customer updates on repair status.
3. Global Partnerships & Network Expansion
- Identify, evaluate, and establish partnerships with reputable watch repair and aftersales centers worldwide.
- Create and enforce standardized service protocols across all partner centers to maintain uniform quality.
- Negotiate and formalize service-level agreements (SLAs) with global partners.
- Serve as the primary liaison between the brand and international aftersales hubs, ensuring collaboration and technical knowledge sharing.
- Represent the brand in international aftersales forums, exhibitions, and training programs.
4. Continuous Improvement & Innovation
- Track KPIs (repair turnaround times, customer satisfaction, warranty claim rates) and regularly improve processes.
- Work with product development teams to provide insights from recurring repair issues to enhance future watch designs.
- Develop business cases for expansion, additional investment in tools, or new partnerships.
- Ensure compliance with all legal, warranty, and certification requirements across different markets.
Qualifications:
- Master watchmaking expertise with certifications (WOSTEP, CW21, SAWTA, or equivalent).
- Strong knowledge of traditional mechanical, automatic, quartz, and smartwatches.
- Proven experience in managing repair centers or high-volume service operations.
- Business acumen to establish and manage global partnerships.
- Excellent leadership, training, and communication skills.
- Customer-focused mindset with a drive to elevate aftersales into a brand differentiator.
How to apply?
Interested applicants may email us at [email protected] or [email protected]
Job Type: Full-time
Pay: $15,000.00 - $25,000.00 per month
Work Location: In person
