Regional After Sales Service Manager

Hermès; Hong Kong; Presencial; HKD 900.000 - 1.200.000; Jornada completa

Descripción de la vacante

Hermès is seeking a Regional After Sales Service Manager to lead the HK & Macau watchmaking teams and oversee all after‑sales operations across Asia Pacific. You will manage workshop tools, spare parts, and training programs, ensuring Hermès service standards are met.

You will train both internal and external watchmakers to Hermès calibers and supervise regional activities, driving efficiency, quality, and customer satisfaction in a luxury timepiece environment.

Formación

• Completion/certification from a recognized watchmaking program (e.g., WOSTEP).
• Minimum of 5 years of successful experience as a Senior Watchmaker or Workshop Manager.
• High level of dexterity, precision, and focus required to handle small and delicate components.
• Proven experience in the luxury timepiece industry is preferred.

Responsabilidades

• Perform technical interventions across a wide range of timepieces, including quartz, mechanical, manufacture movements, small complications, high complications, and jewelry watches.
• Oversee the execution of all after‑sales interventions, guaranteeing quality and meeting Hermès turnaround times.
• Train internal and external watchmakers on Hermès watches and calibers to Hermès standards of excellence.
• Lead workforce planning, recruitment, skills development, and performance management in Hong Kong & Macau.

Conocimientos

Watchmaking expertise

Leadership/People management

Attention to detail

English communication

Educación

Watchmaking certification (WOSTEP or equivalent)

5+ years in Senior Watchmaker/Workshop Manager

Herramientas

MS Office

Descripción del empleo

Main Responsibilities And Activities

The Regional After Sales Service Manager is responsible for the main following activities:

• Perform technical interventions across a wide range of timepieces, including quartz, mechanical, manufacture movements, small complications, high complications, and jewelry watches.
• Execute case and bracelet finishing operations, such as polishing, satin‑brushing, and sandblasting, while strictly adhering to Hermès finishing high standards.
• Manage the Hong Kong workshop with full autonomy, ensuring all watchmaking tools, equipment, and spare parts are properly organized, secured, maintained, and inventoried.
• Oversee the execution of all after‑sales interventions, guaranteeing the expected level of quality and ensuring that turnaround times meet Hermès requirements.
• Fill in all needed information in the Hermès Care after‑sales IT application and provide training and support to internal and external workshops for its proper use.
• To train internal and external watchmakers on Hermès watches and calibers to the Hermès level of requirement and excellence.
• Act as the technical reference for the Asia‑Pacific region, providing expertise, guidance, and support on all watchmaking matters.
• Regional Management – Aftersales Oversight for Asia Pacific
• Oversee aftersales operations across some Asia‑Pacific markets (Australia; Thailand; Philippines; Indonesia; Vietnam; Malaysia; China; Korea; Singapore; Taiwan).
• Ensure internal and external workshops operate efficiently and meet Hermès high quality, safety, and service standards.
• Manage spare parts distribution to all workshops, workshop communication flows, and coordination with boutiques.
• Deliver technical training for internal and external watchmakers, as well as retail teams.
• Represent the brand in seminars, commercial events, and training programs to reinforce after‑sales processes and standards.
• Serve as the primary regional contact for all after‑sales topics.
• People Management – Leadership of Watchmaking Teams in Hong Kong & Macau
• Provide direct managerial leadership to the watchmaking team in Hong Kong and oversight of aftersales operations in Hong Kong and Macau.
• Monitor workshop productivity, quality performance, and compliance with safety and operational guidelines.
• Lead workforce planning, recruitment, skills development, and performance management.
• Foster employee engagement and maintain a strong, craftsmanship-focused workshop culture.
• Act as the key operational reference for internal teams and boutiques to ensure consistent delivery of Hermès aftersales excellence.

Professional Requirements

Technical Qualifications

• Completion and/or certification from a recognized watchmaking program (e.g., WOSTEP or equivalent).
• Minimum of 5 years of successful experience as a Senior Watchmaker or Workshop Manager.
• High level of dexterity, precision, and focus required to handle small and delicate components.
• Proven experience in the luxury timepiece industry is preferred.

Technical Performance Expectations

• Ability to work efficiently under time constraints and meet weekly productivity targets.
• Strong attention to detail, with excellent organizational and time management skills.

Tools & Systems

• Good working knowledge of standard IT tools (e.g., MS Office).
• Ability to maintain high levels of data accuracy and confidentiality when handling client information.

Communication & Soft Skills

• Good oral and written English.
• Ability to work under pressure to meet service levels and client expectation

PROFILE

• Conscientious, flexible, and versatile, with a strong sense of responsibility and pride in craftsmanship.
• Meticulous and accurate, delivering consistently high‑quality workmanship on all repair and service operations.
• Strong organizational skills, able to meet lead times, manage priorities, and maintain productivity while respecting established processes.
• Excellent analytical and diagnostic abilities, with a strong capacity to identify issues, propose solutions, and ensure technical reliability.
• Autonomous and self‑motivated, while also enjoying teamwork, collaboration, and knowledge‑sharing.
• Highly customer‑focused, committed to delivering outstanding service and ensuring complete client satisfaction.
• Strong communication skills, with good oral and written English.