Title: Technical Manager Date: April Reporting to: Head of Customer Service (CS)

Transcription

1 Title: Technical Manager Date: April 2013 Reporting to: Head of Customer Service (CS) Position purpose: This position is responsible for organising and supervising the daily operations of technical s in The Swatch Group (Australia) Pty. Ltd. (SGA) Melbourne head office and Sydney Omega boutique. Key goals of this position include; 1) achieving short lead times with a low comeback rate, 2) leading and motivating two technical teams to achieve high customer satisfaction, 3) developing a positive, customer-centric culture and 4) assisting in identifying and supporting initiatives to generate strong, long-term growth in the volume of repairs out of both s. Position dimensions Direct reports: Melbourne CS prestige/mechanical team leader Melbourne CS technician/movement exchange team leader Melbourne CS diagnostics technicians Melbourne CS counter support technicians Melbourne CS case preparation, cleaners, polishers technicians Omega Sydney boutique team leader (dotted line) Key interactions: Head of Customer Service Customer Care / Administration / Spare Parts Manager Omega Customer Service Manager Melbourne CS team leaders Sydney Omega boutique team leader Managing Director Service Centre Manager Human Resource Manager Brand Managers Authorised Technical Centres (ATC s) Skills / experience required / selection criteria Qualified with satisfactory completion of a watchmaking apprenticeship. Able to work on the bench (if necessary) Previous experience managing a team within watch industry Excellent technical watch knowledge People management experience Computer skills immediate Excel, Outlook and Word level required. SAP knowledge an advantage. Excellent organisational skills Demonstrated analytical and problem solving ability Highly developed relationship building skills Excellent oral and written communication skills Ability to cope under pressure Key challenges: Improve efficiency and ensure required KPI targets met in both s while not compromising quality Support and develop the teams in both s in all technical aspects (tools, equipment, repairs, training, career development) Professional and courteous approach in dealing internal and external stakeholders

2 Key result areas Activities Key performance indicators Strategy and planning Support Head of CS with the development of SGA CS strategy Exert and be accountable for functional supervision of the SGA CS technical section Support SGA business strategies by providing guidance to personnel Daily review of the aging report and the lead times Monthly review of productivity figures with every member of all technical employees in both s Proactively identify opportunities and assist implementing strategies to ensure lead time targets are met at all times Be an active member of the CS leadership team Manage flow of repairs during busy periods without comprising customer satisfaction People management Melbourne CS Omega Sydney boutique Motivate all technical employees to optimise performance Supervise and support all employees in both s Conduct performance appraisals and provide ongoing feedback on performance Set objectives for all technical employees in both s. Assess needs and implement required training for technical employees in both s. Lead both teams by example in terms of ensuring a positive, customer-centric culture. Proactively plan and implement staffing requirements. Manage and resolve personnel conflicts Manage technical team s time on a daily basis. Ensure proper technical evaluation, recruitment and training of technical team when required. Plan technical career progression based on SGA needs and continuity plan Feedback from the Head of CS Evolution of productivity to meet 2.2 mechanical equivalent Well-performing and motivated staff Performance appraisals completed Positive, customer-centric culture

3 Customer Relations (internal and external) Workshops Melbourne CS Omega Sydney boutique Assist with responses to special customer requests Assist Customer Care with elevated customer concerns as required Participate in required CS meetings Allocate work to the technical employees as appropriate. Achieve s repair targets Monitor workload of both s and take necessary proactive measures to meet defined repair targets (overtime, productivity increase, staffing levels, etc) Define workflows in the within guidelines issued by Swatch Group CS and Omega HQ CS Respect recommendations by each Brand HQ in terms of diagnostics, estimates and repair quality (internally and through ATC s) Respect repair lead time priorities (warranties) Ensure all repairs comply with SG CS and Omega HQ CS specifications Reduce comebacks by identifying cause and implementing action plans. Produce a weekly report with a detailed comeback analysis for review with Head of CS Technical support To provide technical support and consultant service to all CS employees and other relevant internal departments Provide technical support to customers when necessary Organise personnel training and refreshment courses locally and with brands Daily Technical analysis and trouble-shooting. Be the go-to person in events of technical issues Maintain complete and updated technical files for every brand at all times. Ensure they are known, understood and universally applied within both s Ensure all technical employees are trained and knowledgeable of all required models Establish relationships with Brands and provide technical support as required Monitor product concerns to identify emerging repeat repair trends. To report brand specific, new technical problems and results to brand HQ s Request and escalations resolved efficiently Well-functioning s that achieve required targets. Repairs completed within established timeframes and quality standards. Achieve Warranty overall lead time of 10 days. Achieve Full Service overall lead time of 20 days. Achieve all technical evaluations within 1 day Achieve a comeback rate of under 5% Technical support of the highest standard Well trained technical employees in both s Review of report to Brand HQ s Comebacks recorded and addressed.

4 To ensure best quality of outgoing repairs. Support QC To provide/ confirm technical evaluation/ technical information for all special repair orders (VIP, claims, etc...) Create and maintain a technical library to share knowledge amongst the team Propose and implement workflows to enhance operations, and shorten lead times Tools / machines Melbourne CS Omega Sydney boutique Ensure tools and equipment are maintained and immediately replaced if necessary Maintain an updated list with all individual and common tools Ensure that all relevant employees are regularly trained and instructed on tools Weekly control and place purchase order for general tools, equipment and operation supplies (all tools are always calibrated) Weekly control of the functionality and maintenance of testing equipment and machines Prepare yearly a list with all tools/machines needed for next Budget Ensure impeccable cleanliness of all facilities, tools and equipment All technical employees have appropriate tools and standard equipment All machines are maintained regularly Quality management Melbourne CS Omega Sydney boutique Monitor intervention lead-times Issue and analyse periodic section activity/performance reports Monitor and follow up repair quality and ensure a regular follow up in order to reduce returns Drive and implementation quality management policies and procedures Ensure both s meet minimum Omega HW CS accreditation requirements Ensure the quality level is maintained and is corresponding according to the defined aspects and processes; for all external and internal repaired goods Drive continuous improvement to achieve efficiencies. Streamlined, efficient processes Omega evaluation results

5 Operations Provide any improvements in both s to meet company standards and improve performance (eg Kanban of spare parts) Turn-around time Comeback % Network control Plan and ensure visits to/of local ATC s and ensure that the quality repair level corresponds to SGA requirements Develop a training program with and for ATC s (see also selective spare parts distribution) locally and with brands in Switzerland. Well trained network that upholds quality repair level required by SGA