Regional After Sales Service Manager

Job description

MAIN RESPONSIBILITIES

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

• Workbench Operations
• Maintenance & Repair of Hermès Timepieces 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.

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 in both Chinese (Cantonese and Mandarin) and 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.