Experience Watchmaking & Jewelry Repair

Watch Technician – South Coast Plaza, CA
Location: Costa Mesa, California, United States
Full-time
Job Title: Watch Technician

Reports to: Service Manager

Division: Customer Service

Overview:

The Watch Technician is responsible for providing in-store watch maintenance/service and performing quality control checks on watches. The Watch Technician is also responsible for supporting Sales Professionals/Service Professional in the sale of a watch, ultimately enhancing the client experience and supporting with the customer experience and certain operational responsibilities. Additionally, the Watch Technician must be willing to train other Watch Technicians on watch maintenance and processes, when necessary.

Job Responsibilities:

Ensure an outstanding customer experience –

•Periodically following-up with clients on the status of watch repairs.
•When returning a repaired watch to a client:
•Review details of watch repair with client.
•Complete repair warranty card, if applicable.
•Complete sale and thank the client for their business.
•Follow-up with clients after completed repairs.
•Handle client issues with outstanding diplomatic skill, creating a positive experience for the client

In-Store Watch Maintenance –

The Watch Technician is responsible for providing in-store watch maintenance in a timely manner to satisfy the needs of the client. This includes:

•Battery Installation – selecting the correct size and voltage of battery for watch. Ensuring battery straps are secure and cleaning of the terminal.
•Cleaning cases and bracelets using the ultrasonic cleaner and where applicable the steam machine.
•Replacing pins and screws.
•Water Resistance Testing – test watches to ensure they are water resistant using the pressure test machine and advises if the watch passed or failed. Provides a copy of the printed results for the customer.
•Testing for rate deviation on mechanical watches using the timing machine.
•Using quartz analyzer to test voltage, rate and coil resistance.
•Conducting quality control on out-of-store repaired watches including appearance, proper hand alignment, water resistance documentation and final wipe down and wrap.
•Conducting quality control on same-day serviced watches including wipe and wrap. Advise Service/Sales Professionals if the watch requires additional servicing.
•Maintaining equipment and tools in good working order.

Support process for out-of-store watch repair –

The Watch Technician is responsible for providing a final quality control check to ensure the watch has been repaired according to Tourneau standards. This includes reviewing:

•Appearance, hand alignment, proper tension of setting and winding, calendar flip, oscillating weight, proper screw down of crown/tube, no exposed gaskets, final timing, water resistance documentation, checking clasp functions, spring bars and loose pins/screws, setting and winding positions.
Final wipe down and wrap.

Operations –

The Watch Technician is responsible for maintaining the appropriate inventory of batteries and parts and for ensuring:

•The work area, bench, tools and equipment are to be neat and clean at all times.
•Watches under the control of the watch technician are secure.
•Enter information in the service program for repairs requiring in-depth service. Close out ticket when client picks up the watch.
•Create manual tickets for in-store quick service.
•Follow-up on emails received from clients.
•Additional task as necessary

Requirements:

•A demonstrated ability to learn on-the job.
•Must be willing to train other Watch Technicians, when necessary
•Willing to be hands-on and work with the team to get the job done.
•Must be able to work a flexible schedule throughout the week.
•A passion for watches.

Qualifications:

•At least 2 years of work experience.
•Prior client services experience is desirable.
•Detail orientated with a mechanical aptitude.
•A basic understanding of watches is preferred.

For career inquiries, please contact: careers@tourneau.com .