Service Center Operations Manager

Emblematic retail company is looking for a Service Center Manager.

The Service Center Manager is responsible for all technical, administrative, and logistical aspects of the After-Sales Service activities in Mexico, supporting our brands.

This role involves managing a high level team to ensure the highest level of service for both customers and business partners.

Fluent advanced English (C1)

~5 years of experience in customer service / after sales.

~ Expertise in data analytics.

~ Creation, implementation and management of processes (workflows).

~ Strong IT skills and interest in information systems and ERP (SAP, salesforce, Cegid, etc.).

~ Advanced office suite knowledge.

~ Budget and stock management.

~ Excellent project management skills with a strong ability to problem-solve.

~ Valid passport and visa.

Customer Service :

Efficient management of the service backlog is essential to minimize client wait times and optimize workflows for improved service efficiency.

Provide comprehensive support and training to the customer service team on all IT systems related to repair management, spare parts, warranties, and communication.

Building strong relationships with boutiques by offering ongoing support and training, and enforcing SOPs to ensure consistent service quality, are key responsibilities.

Ensure responsible asset management and effectively resolve or escalate complex customer service issues.

Review and optimize existing workflow and workload allocation to meet defined targets for productivity, quality, and turnaround time.

Ensure the technical staff possesses the necessary skills and resources to complete all assigned tasks, including diagnostics, case preparation, polishing, repairs, and quality control, at all required repair levels.

Coordinate subcontracting activities, including preparing watches for shipment to subcontractors, managing shipments, performing quality control on returned watches, and processing subcontractor invoices.

Continuously track, measure, and analyze key performance indicators (KPIs) for the workshop, implementing improvements as needed.

Organize and deliver technical training and development programs to enhance the skills and knowledge of the repair team.

Manage the timely ordering of spare parts, carefully balancing Swiss shipments, repair needs, and boutique orders to optimize global stock value.

Ensure inventory accuracy by conducting regular stock takes and audits to prevent any loss or misuse of parts.

Team and P&L Management :

Recruit, mentor, and develop team members, and nurture an environment where they can excel through encouragement and empowerment.

Collaborate and build strong partnerships with internal stakeholders within the subsidiary and at brand Headquarters to meet shared objectives.

Maintain the department budget, oversee equipment upkeep, and manage general office supplies.