Position Summary: Primarily responsible for supporting and providing an exceptional client experience for all internal and external clients by utilizing excellent knowledge in watch repair, problem resolution, product knowledge, client services, communication skills, basic computer skills, and security & operations.


General Purpose: Watch Repair; Analytical/Problem Resolution; Product Knowledge; Communication Skills; Computer Skills; Safety, Security & Operations.

watch repair

Position Responsibilities:

  • Remove mechanism from case and examine mechanism for defective parts.
  • Repair broken, damaged or worn parts using hand tools and machines.
  • Repair quartz and automatic watches, change batteries.
  • Clean and adjust watches using watchmaker’s tools, measuring instruments, bench machines, and cleaning equipment.
  • Polishing
  • Review and maintain in depth knowledge of Material Safety Data Sheets.
  • Maintain strong adherence to proper use, storing, and safely disposing of chemicals.
  • Maintain excellent organizational and time management skills with the ability to work in a fast-paced environment.
  • Provide valuable, accurate communication and feedback to clients to ensure an exceptional personal client experience that would exceed their expectations.
  • Inspect and evaluate the quality of product and workmanship.
  • Update repair status into the Point of Sale (POS) system.
  • Manage any internal client service issues while maintaining the brand’s high standards, using all appropriate resources, in a timely manner to ensure complete client satisfaction.
  • Maintain familiarity with product lines and Hamilton sources.
  • Maintain organized and updated required company documentation to guarantee compliance, client satisfaction; and for building long-term relationships.
  • Uphold a team approach to ensure high levels of client satisfaction, adherence to M/V/CV, and career growth.
  • Set goal for professional growth and development.
  • Complete New Hire Training Program.
  • Attend regularly scheduled staff training meetings to ensure development.
  • Attend in store vendor training sessions.
  • Provide effective in-store communication regarding repairs and all activities effecting other associates and store operations.
  • Communicate with Supervisor making them aware of needs.
  • Ensure complete familiarity with and demonstrate our agreed upon Value system. Develop daily business relationships and decisions.
  • Adherence to Hamilton’s Vision and Mission Statements, Corporate Values, and Service Standards; and ensure operating in accordance with the strategic objectives.
  • Serve on community boards, committees, and organizations
  • Contribute and perform other duties as assigned.

Essential Skills and Experience:


  • AWCI CW21 and factory training/certification by at least one of the following:
    • WOSTEP, Rolex, Breitling, Ebel, Omega, or Cartier
  • Minimum 2-5 years of experience
  • Problem Resolution
  • Product Knowledge
  • Ability to multi-task
  • Security Awareness and Practice
  • Strong Team Player
  • Commitment to company standards and values
  • Basic computer proficiency


Valued but Nonessential Skills and Experience:


Success Factors:

  • Meeting or Exceeding Individual and Department goals
  • Time management
  • Safety, operational, and security awareness and adherence
  • Participation of Hamilton training schedule and programs
  • Self development (professional education)
  • Interact throughout the Company, and community as a representative of Hamilton Jewelers.
  • Community involvement


Supervisory Responsibilities: No direct reports


Other Relationships: The Watchmaker is accountable to the Sr. Technical Coordinator / Service Manager and/or Operations Manager and/or Store Manager.


Physical demands and work environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Physical demands: While performing the duties of this job, the employee is required to read; write; walk; walk up and down stairs; stand; sit; use hands and fingers, handle objects and tools; reach with hands and arms; balance; stoop; talk; hear. The employees must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.


Work environment: While performing the duties of this job, the employee may be required to work non-traditional business hours including nights, weekends, some holidays, and peak sales periods. This position also requires the employee to sit for long periods




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