About this role
MAIN RESPONSIBILITIES AND ACTIVITIES
The Regional After Sales Service Manager is responsible for the main following activities: 1. Workbench Operations – Maintenance & Repair of Hermès Timepieces
• Perform technical interventions across a wide range of timepieces, including quartz, mechanical, manufacture movements, small complications, high complications, and jewelry watches. • Execute case and bracelet finishing operations, such as polishing, satin‑brushing, and sandblasting, while strictly adhering to Hermès finishing high standards. • Manage the Hong Kong workshop with full autonomy, ensuring all watchmaking tools, equipment, and spare parts are properly organized, secured, maintained, and inventoried. • Oversee the execution of all after‑sales interventions, guaranteeing the expected level of quality and ensuring that turnaround times meet Hermès requirements. • Fill in all needed information in the Hermès Care after‑sales IT application and provide training and support to internal and external workshops for its proper use. • To train internal and external watchmakers on Hermès watches and calibers to the Hermès level of requirement and excellence. • Act as the technical reference for the Asia‑Pacific region, providing expertise, guidance, and support on all watchmaking matters. 2. Regional Management – Aftersales Oversight for Asia Pacific
• Oversee aftersales operations across some Asia-Pacific markets (Australia; Thailand; Philippines; Indonesia; Vietnam; Malaysia; China; Korea; Singapore; Taiwan). • Ensure internal and external workshops operate efficiently and meet Hermès high quality, safety, and service standards. • Manage spare parts distribution to all workshops, workshop communication flows, and coordination with boutiques. • Deliver technical training for internal and external watchmakers, as well as retail teams. • Represent the brand in seminars, commercial events, and training programs to reinforce after-sales processes and standards. • Serve as the primary regional contact for all after-sales topics. 3. People Management – Leadership of Watchmaking Teams in Hong Kong & Macau
• Provide direct managerial leadership to the watchmaking team in Hong Kong and oversight of aftersales operations in Hong Kong and Macau. • Monitor workshop productivity, quality performance, and compliance with safety and operational guidelines. • Lead workforce planning, recruitment, skills development, and performance management. • Foster employee engagement and maintain a strong, craftsmanship-focused workshop culture. • Act as the key operational reference for internal teams and boutiques to ensure consistent delivery of Hermès aftersales excellence. PROFESSIONAL REQUIREMENTS
Technical Qualifications
• Completion and/or certification from a recognized watchmaking program (e.g., WOSTEP or equivalent). • Minimum of 5 years of successful experience as a Senior Watchmaker or Workshop Manager. • High level of dexterity, precision, and focus required to handle small and delicate components. • Proven experience in the luxury timepiece industry is preferred. Technical Performance Expectations
• Ability to work efficiently under time constraints and meet weekly productivity targets. • Strong attention to detail, with excellent organizational and time management skills. Tools & Systems
• Good working knowledge of standard IT tools (e.g., MS Office). • Ability to maintain high levels of data accuracy and confidentiality when handling client information. Communication & Soft Skills
• Good oral and written English. • Ability to work under pressure to meet service levels and client expectation PROFILE
• Conscientious, flexible, and versatile, with a strong sense of responsibility and pride in craftsmanship. • Meticulous and accurate, delivering consistently high‑quality workmanship on all repair and service operations. • Strong organizational skills, able to meet lead times, manage priorities, and maintain productivity while respecting established processes. • Excellent analytical and diagnostic abilities, with a strong capacity to identify issues, propose solutions, and ensure technical reliability. • Autonomous and self‑motivated, while also enjoying teamwork, collaboration, and knowledge‑sharing. • Highly customer‑focused, committed to delivering outstanding service and ensuring complete client satisfaction. • Strong communication skills, with good oral and written English.