Workshop Manager The role of the Workshop Manager is to manage a team of Watchmakers within the Technical Service area, ensuring the highest level of productivity and quality while respecting the customer service lead times for all repairs. The Workshop Manager uses a supportive management style to encourage watchmakers in their pursuit of technical mastery, the achievement of customer service lead times and quality standards, whilst ensuring alignment to the key values of the company.
Key Responsibilities:
Manage, support and motivate the watchmaking team to ensure high-quality production Promote the technical skill development of their teams, identifying and validating training needs Provide leadership to the workshop, and act as a positive role model at all times Collaborate with fellow managers to optimize processes and achieve workshop KPIs through proactive problem-solving and best practice sharing Collaborates with the Team Coordinators on the technical skills and productivity of team members Establish and effectively enforce priorities to ensure timely delivery of repairs Ensure personnel compliance versus workshop rules e.g. wearing of protection / lab coats, breaks, respecting others, clocking in / punctuality, cell phone usage etc. Act as the liaison between the Director of Customer Service and the technical team, frequently updating on productivity, quality, and general improvement opportunities
Qualifications:
Watchmaking background, preferably with Patek Philippe timepieces Experience in leading technical teams Experience in luxury watches, luxury goods High proactivity and reliability Positive professional attitude and presentation with excellent oral and written communication skills Strong organization, time management and multitasking skills with attention to details Experience with process engineering and process improvement a plus
Computer Skills:
Microsoft Office Suite (Excel, Word, Power Point, Outlook)Proficiency using ERP and CRM systems - SAP experience highly desirable New York, NYDirector of Customer Service Full-Time (40 hours per work week)Exempt$100,000-$145,000 Commensurate with Experience The Henri Stern Watch Agency is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sexual orientation, gender identity, national origin, veteran or disability status. The Henri Stern Watch Agency (HSWA) manages all of the business operations for Patek Philippe in the United States. Patek Philippe has a long and significant history in the US, with its timepieces being sold in this market since the 1850s. In 1935 Henri Stern, second-generation owner of Patek Philippe solidified a presence in the US by leasing office space in Rockefeller Center, where the company remains. The Henri Stern Watch Agency was officially incorporated in 1946. Today, the company has approximately 90 employees and is the sole distributor and official service center for the United States. Patek Philippe timepieces are currently offered at 38 authorized retail locations throughout the country.
