Care Service Technical Associate Manager

Care Service Technical Associate Manager

Position
Job Title: Care Service Technical Associate Manager
Role Overview: Our Service Care Center is dedicated to maintaining the beauty and functionality of our exquisite creations (watches and jewelry). The Care Service Technical Associate Manager is responsible for overseeing a team of technicians, ensuring the efficient and high-quality delivery of repair services in line with Bulgari Care Service standards. The role focuses on managing the team's performance, ensuring the execution of repairs meets global service levels, quality, cost, and lead time objectives, and driving continuous improvement initiatives within the team including initiatives related to supporting the in-store implementation of Care activities.
Key Responsibilities:

1. Lead and manage a team of technicians, ensuring the timely and efficient execution of repairs while adhering to Bulgari Care Service standards.
2. Oversee the repair order process, including ensuring the technical evaluation, authenticity checks, spare parts identification, and cost estimates are accurate.
3. Monitor and track repair status, ensuring all relevant data (e.g., cost estimates, spare parts, work progress) is updated and maintained in the relevant system.
4. Collaborate with the Regional Care Service Manager to ensure alignment on repair strategies, quality control measures, and team performance metrics.
5. Ensure the team is consistently trained on repair techniques, product knowledge, and any new tools or processes.
6. Maintain a high standard of quality control, ensuring repairs meet or exceed Care Service standards, and perform regular checks to ensure process efficiency.
7. Manage day-to-day operations of the team, including performance evaluation, setting objectives, and providing coaching and support as needed.
8. Identify opportunities for process improvement and contribute to continuous improvement projects.
9. Foster a positive and collaborative team environment, motivating and developing team members to achieve excellence.
10. Ensure appropriate levels of tools, spare parts, and documentation are maintained for effective repair processes.
11. Collaborate with local and global stakeholders to ensure alignment on technical standards, product repairs, and after-sales service objectives.

1. Strong technical expertise in product repair processes and techniques.
2. Proven leadership experience, with a focus on managing teams to meet operational and service level objectives.
3. Excellent knowledge of repair tracking systems (e.g., AFFS, SAP) and related administrative processes.
4. Strong project management skills, with the ability to lead continuous improvement initiatives.
5. Excellent communication and interpersonal skills.
6. Ability to evaluate and enhance team performance while maintaining high repair standards.
7. Ability to develop and deliver training programs and materials for team development.
8. Familiarity with managing spare parts inventory and tools required for repair activities.

1. Leadership and Team Development
2. Technical Expertise and Problem Solving
3. Customer Orientation
4. Operational Effectiveness
5. Continuous Improvement
6. Process Management