JOB PROFILE

Job Title:    Service Advisor and Technician

Reports to: Store Director, Service Manager                                                            

Division:     Retail

OVERVIEW

The Service Advisor and Technician is responsible for supporting the store in service functions relating to both technical responsibilities and a seamless client experience. The Service Advisor and Technician will be performing in-store watch maintenance, service in-take, and support Client Advisors in new sales.  They are also responsible for meeting or exceeding service goals for watches and willing to collaborate with other store staff on maintenance and service processes, as needed.

ESSENTIAL JOB RESPONSIBILITIES

Ensure outstanding customer experience

• Work to build a positive and inviting relationship with the client:
• Handle client issues with outstanding diplomatic skills.
• Greet the client when he or she approaches the counter.
• Listen to the needs of the client and ask questions to identify the issue with watch.
• Demonstrate outstanding product and department knowledge.
• Educate the client on the time, cost and what is entailed in servicing their timepiece and warranty coverages
• Ultimately gain the client’s trust and ensure there are not any questions or uncertainties on the part of the client.
• Explain the value of being a Bucherer customer, including the complementary estimate and the warranty provided on all watch repairs.
• Obtain client contact information utilizing the CRM system to build an on-going relationship.
• Ensure the Service Counter, work area, tools and equipment are clean, neat and inviting.
• Follow-up with clients on the status of watch repairs with clear communication and dates.
• Review details of watch repair with client.
• Complete repair warranty card, if applicable.
• Thank clients for their business and follow-up to check in after completed repairs

Meeting or Exceeding Sales Objectives

• At a minimum, must meet service and accessories sales objectives.
• Clearly understand daily sales objective for accessories and how it relates to the targets.
• Sell add-ons or accessories to clients that will enhance the use and appearance of their watch. 
• If servicing the watch is not cost effective, encourage the client to take advantage of the Bucherer Trade in program.
• Follow-up with clients to sell the repair estimate and confirm any repair approval, including all necessary and optional items.

Operational & Technical Responsibilities

• Enter information in the service program for repairs requiring in-depth service.  Close out ticket when client picks up the watch.
• Create manual tickets for in-store quick service.
• Follow-up on emails received from clients.
• If needed, obtain insurance valuation for watches that are being sent out for repair.
• Using service program, the customer is to receive a receipt generated by the service system. for a strap/accessory coming in from another location.
• As needed, work with other stores on transfer of accessories.
• Conduct in-store watch maintenance in a timely manner to satisfy the needs of the client. 
• Maintain the appropriate inventory of batteries and parts, ensuring all watches and watch parts under your service are accounted for and secure.
• Support in preparing the watch new sales:
• Provide a final quality check to ensure watch has been repaired to Bucherer standards
• Strictly adhere to all store security procedures.
• Willing to be hands-on and work with the team to fulfill operational and organizational needs

Requirements:

• A passion for watches and best in class customer service. 
• Detail oriented
• Always demonstrate an exemplary level of integrity and professionalism.
• Must be able to work a flexible schedule throughout the week.
• Must have a polished and professional appearance with a positive attitude.

QUALIFICATIONS

• The ideal candidate must have at least 1-3 years of retail experience, preferably in the luxury market.
• Technical aptitude with demonstrated ability in conducting basic repairs.
• Excellent communication, interpersonal and customer relation skills.
• Motivated team player
• Proficient in data entry and have outstanding organizational skills.
• A bachelor’s degree is preferred.
• Adaptable with an attitude of continous learning.
• Bi-lingual language proficiency is a plus to cater to our international customer base.

We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, sex, gender, veteran status, genetic information or any other characteristic protected by applicable federal, state or local laws.