Service Manager - NYC Flagship

Tourneau|Bucherer; New York (NY); On-site; USD 80,000 - 100,000; Full time

Job summary

Tourneau|Bucherer in New York City seeks an experienced Service Manager to lead the Service Department, drive exceptional client experiences, and exceed monthly repair and accessory sales goals. You will supervise technicians, client advisors, and expeditors, ensuring accurate service tracking and timely repairs, while maintaining an inviting environment for discerning customers.

The role requires 3+ years in luxury retail with at least one year in management, strong communication, and a

Qualifications

• Expert communication, leadership, and management skills.
• Sales driven and results orientated.
• Willing to be hands-on and work with the team to fulfill operational and organizational needs.

Responsibilities

• Oversee all daily activities of the Service Department, including Watch Technicians, Service Client Advisors and Expeditors.
• Train staff and provide ongoing feedback to improve service.
• Ensure the service program tracks repairs and communicates with clients and manufacturers.
• Approve repair invoices and liaise with Accounts Payable for timely processing.
• Maintain inventory levels of straps and accessories to support sales.
• Address performance issues and implement corporate policies across the team.
• Monitor escalations and reports and ensure a pristine, organized service area.

Skills

Communication

Leadership

Management

Sales

Client development

Education

Bachelor's degree or equivalent

Job description

The Service Manager is responsible for managing all aspects of the Service Department with the goal of providing an outstanding client experience.This is accomplished by ensuring the service team provides the best possible support to satisfy the client. The Service Manager is also responsible for meeting or exceeding monthly sales goals for repairs and accessories, ensuring that the business flourishes.

Ensure an outstanding customer experience

• In partnership with other areas of the store, create a positive and inviting environment for the discerning customer by ensuring the following:
• Enthusiastic and confident Service Client Advisors that are knowledgeable in watch repairs, explaining warranties and setting expectations on the time it takes to repair a watch.
  • Reliable Watch Technicians on staff to handle in-store repairs and support the sale of a watch by cleaning, sizing and setting the watch.
  • Efficient Expeditors that enter all repairs into the service program and send to the appropriate repair facility.
  • Follow‑up on escalations and reports as needed.
  • In the event that a watch is not financially worth repairing, refer customer to Client Advisors to discuss a trade‑in purchase
• Maintain appropriate inventory levels of straps and accessories to support sales. Place special orders as needed.
• Handle client issues with outstanding diplomatic skill, creating a positive experience for the customer.
• Follow up as needed with client comments from service survey.
• Ensure that the Service Department is neat and clean at all times and the accessories are organized and attractively displayed.

Sales Goals

• Ensure that monthly sales targets are achieved for service and accessories.
• Diligently following up with customers to pick‑up repairs and special orders.
• Focus on building clientele.

Efficiently manage Service Department Operations

• Supervise daily activities of Watch Technician, Service Client Advisor and Expeditor.
• Train Service Client Advisors/Expeditors on how to perform their job duties and responsibilities. Provide on‑going feedback on how to improve service.
• Fully understand and leverage the service computer system to track watch repairs and service the client.
• Utilize the Internet to access manufactures service tracking programs on outstanding repairs.
• Approve manufacturer invoices for repairs and ensure they are sent to Accounts Payable to be processed in a timely manner.
• Maintain clear communications with Store Manager and Corporate Services.
• Ensure that all watches and accessories in the Service Department are accounted for and secure.
• Address minor performance issues with direct reports, such as attendance and escalates to Store Manager as needed.
• Implement corporate initiative programs/policies and ensure their compliance.
• Monitor and evaluate daily escalations and reports.
• Report all system and hardware issues to the IT Helpdesk and cc’s the National Service Director.

Service Dept. Staffing Level Sales Operations

Full Staff (i.e., Time Machine) 70% 30%

At least 1 Service Professional 50% 50%

No Service Professional 50% 50%

Service Manager Only 20% 80%

Requirements:

• Must be able to work a flexible schedule throughout the week.
• A passion for developing clientele and selling

Qualifications:

• 3+ years of relevant luxury retail experience, including at least one year of management experience.
• Prior watch and fine jewelry experience is helpful but not required.
• Expert communication, leadership, and management skills.
• Sales driven and results orientated.
• Willing to be hands‑on and work with the team to fulfill operational and organizational needs.
• A Bachelor’s degree or equivalent in business or related discipline is preferred.
• Bi‑lingual language proficiency is a plus to cater to our international customer base.

Salary Range: $80,000 - $100,000

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.