About the job
The Watchmaker is a full-time position responsible for the assessment and handling of watch repairs working closely with associates in the Service Department in West Hartford and branch stores. The primary responsibility of the position is to provide exceptional customer service by focusing on watch repairs that are better served being handled in-house than being sent out to the watch manufacturers. The Watchmaker must be certified and be prepared to personally handle watch repairs on high end watches including, but not limited to Rolex. Lux Bond & Green’s watch laboratory is fully certified with equipment endorsed by Rolex and other high-end watch brands.
· Personally perform watch repairs and restorations on all models where certified and which are not required for factory service. Ensure timely and high-quality work which meets the needs of the customer.
· Restore original polish and finishes to watch cases and bracelets with a focus on moderation and preserving the original geometry and integrity of the components.
· Continually evaluate and make recommendations on processing and tracking all incoming watch repairs to assess which repairs should be sent out versus being repaired in-house.
· Update procedures and policies for all stores to take in watch repairs clearly outlining the criteria for estimating repair costs.
· Work in partnership with the West Hartford service department and all stores to provide timely feedback to customers on status of watch repairs.
· Work closely with management on maintaining an accurate pricing strategy for handling various types of watch repairs and restoration.
· Maintain an accurate inventory of the parts needed for watch repairs for all major vendors.
· Act as a company liaison with all factory service centers/trade shops to ensure work quality expectations and customer promise dates are met.
· Work with management to maintain a “certified repair facility” for all major Lux Bond & Green watch vendors. Acquire all necessary updated documentation for factory certification.
· Ensure Lux Bond & Green has a full library of current technical manuals for all major watch vendors.
· Work directly with customers on an “as needed” basis when complex repair issues arise or to assist in closing sales of high-end watches.
· Train stores on new policies and procedures as they are developed as well as the variety and scope of work that can be done in house with the skill sets and equipment in place. Travel to stores as necessary to do training sessions.
· Perform battery replacement and water resistance testing on water resistant watches.
· Provide education to sales staff on watch topics on a monthly basis.
· Work with the Watch Lab Administrator to ensure communication with vendors, customers and stores is accurate and timely.
High school diploma required.
Strong technical knowledge of watch repair and practical application of that knowledge
Minimum 5+ years of experience working on high-end watch repair and restoration.
Factory training in Rolex strongly preferred. If candidate does not have necessary factory certifications, must be willing and able to travel within the USA or overseas to obtain them (at LBG’s expense).
Certification from an Accredited Watchmaking School such as WOSTEP/SAWTA/CW21/LWT (Lititz Watch Technicum) Diploma
Full complement of equipment normally found in watch repair facilities, e.g., timing, refinishing, cleaning, and pressure testing machines.
PERSONAL DEVELOPMENT AND LEADERSHIP SKILLS:
Strong customer service skills.
Strong communication skills to effectively communicate technical watch information to sales/service staff and customers
Strong team player able to work with all levels of associates
Treats others with respect, integrity and courtesy.