Job Description

Service Manager - Watch Service Department

Job Summary:

We are seeking a detail-oriented and proactive Service Manager to lead and oversee the operations of our watch service department. The ideal candidate will ensure prompt, high-quality service delivery, smooth coordination between retail stores and the service centre, and uphold excellent customer satisfaction standards. This role demands strong leadership, operational coordination, inventory management, and data-driven decision-making.

Key Responsibilities:

Manage and coordinate all service-related activities with service in-charges across retail stores.

Monitor and track the status of service requests; ensure timely follow-up and resolution.

Ensure accurate and complete service data entry in the system; eliminate manual recordkeeping.

Keep store teams informed of service progress and completion updates.

Coordinate with the parent company for any escalated or technical service issues.

Train service department staff on customer handling, technical skills, and operational processes.

Supervise and ensure safe and professional handling of watches by the service team.

Review and approve purchase requests for spare parts, tools, and service equipment.

Ensure that all service items from stores reach the service centre within one business day.

Analyze service metrics -- request volumes, technician performance, and turnaround time (TAT).

Ensure compliance with brand-mandated service turnaround time (TAT) standards.

Evaluate technician-wise service reports and implement measures to improve efficiency.

Monitor and manage inventory of spare parts, tools, customer watches, and service equipment.

Handle major customer complaints related to service; implement corrective actions as needed.

Assess manpower needs, prepare team duty schedules, and manage leave approvals.

Job Type: Full-time

Pay: Up to ₹25,000.00 per month

Work Location: In person