Regional After Sales Service Manager

MAIN RESPONSIBILITIES AND ACTIVITIES

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

1. 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.

2. 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.

3. 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 REQUIREMENTSTechnical 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.