Rolex Quick Service Technician

We have an exclusive vacancy for a Quick Service Technician with the luxury watch brand Rolex at their service centre in St James's Square in London. This role would be perfectly suited to a candidate from a customer service background in luxury.

Role Summary

This role works within a small team of watchmakers and technicians and is responsible for the execution of day-to-day activities in the Quick Service department in London.

The role’s focus is on liaising with customers and ensuring that the highest standards of service and excellence are achieved at all times. Every contact with the customer is an opportunity to display the service and the brand that is Rolex UK. The Quick Service Technician plays a vital role in perpetuating the Rolex experience by providing outstanding internal and external Customer Service.

The role is a combination of customer contact, where enthusiasm, courteousness and impeccable communication skills are paramount; and workshop-based tasks, including but not limited to, bracelet adjustment, component supply/fit, estimation and final quality control.

Key Tasks and Responsibilities

• Provides direct, face-to-face point of contact on Quick Service repairs, attending to customers’ requests and concerns, providing a high-level service experience.
• Works with the Quick Service and Service Administration teams to achieve the daily operational tasks of registration, estimation, final quality control and invoicing.
• Performs minor technical interventions on client watches such as bracelet adjustments, the supplying and fitting of case components, rate regulations, ultrasonic cleaning and other interventions subject to the service offering.
• Resolves customer problems with tact and diplomacy in a professional matter. Maintains accurate records of discussions and correspondence, following up enquiries where required to ensure that all issues are resolved in the shortest timeframe.
• Facilitates intake of repairs from reception, providing on the spot estimates when possible.
• In conjunction with other team members, highlights process improvements in line with the continuous improvement cycle.
• Ensures that the department’s Communicating Excellence Standard Operating Procedure is followed and maintained.
• Provision of technical assistance to the main workshop as deemed required.
• Liaises with the Kings Hill site to ensure that all Quick Service decisions and actions are harmonised.

Personal Profile Summary

• The role is involved in a technical or specialist area, where knowledge, experience and education are important factors. The role has an emphasis on the importance of meeting and influencing people,maintaining goodwill, creating good impressions and conveying ideas in a logical and systematic manner.
• The person fulfilling this function should be a good communicator, positive, enthusiastic and outgoing, but able to work within procedures on job aspects which may deal with facts, standards and quality. Activity, flexibility, pace and an accommodating, helpful approach may also be requirements of this job.

Key Areas of Competence

• Works to a high specification in order to improve and maintain quality.
• Enjoys the challenge of problem solving and come up with well thought through practical solutions.
• Seeks direction and authority from others when and if appropriate, and achieve set goals in a non-assertive and efficient manner.
• Brings a sense of urgency to situations, demonstrate an active approach, be willing to get involved in order to increase the pace and achieve goals and objectives.
• Remains confident when dealing with negative situations, convinces others to have ideas and create new options, as well as encouraging and enthusing them to come up with imaginative solutions to difficult problems.
• Creates a positive and innovative atmosphere which encourages people to commit themselves to the task in hand and where necessary, go beyond the call of duty in order to achieve their key objectives.
• If appropriate, mentors, counsels, coaches and generally support those who are not confident in their area of competence, building morale and personal esteem and generally encouraging others to give their best performance.

Essential

• GCSE (or equivalent) grade 4 or above (previously graded C) in Maths and English
• A strong communicator with well-developed interpersonal skills
• A proven ability and passion for delivering excellent customer service
• Technical aptitude with the drive and capability to learn
• A good level of dexterity and hand-to-eye coordination
• Excellent attention to detail
• An interest in luxury watches

Desirable

• An understanding of business processes
• Technical experience within a similar working environment
• Previous experience in a detail-oriented role
• IT proficient in Microsoft Office (Word, Excel, Outlook and PowerPoint)