Technical Manager (Jewelry After Sales Service)

At Cartier North America, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

Job mission 
The workshop after-sales service technical manager leads the technical team in charge of servicing the Cartier jewelry products for North America clients. They play a key role in the Maison’s mission to deliver an amazing experience to its clients, ensuring that the team delivers repairs and services at Cartier's high-quality standards and in a timely manner. They oversee the management and development of the technicians in their team, monitor their performance in terms of quality and productivity, and support them and the broader organization with strong technical expertise.

Key Responsibilities:

Management of the after-sales technical team

• Directly manage a group of 6+ after-sales service jewelers
• Monitor and communicate on individual performance (e.g. quality and productivity), providing constructive feedback 
• Conduct performance reviews and build development plans for all team members following human resources guidance
• Hire new team members as needed with the support of the workshop technical director and human resources.

Workshop performance
•    Measure and analyze the evolution of the team’s key performance indicators (e.g. quality, productivity, lead times, attendance)
•    Participate in the workshop performance reviews and animate regular reviews with the team.
•    Identify and implement corrective actions for any deviation

Technical expertise
•    Provide technical support to the organization (e.g. boutique network, client relation center, high jewelry teams)

•    Support the products authentication process 
•    Train and support the external vendors supporting the after-sales activities
•    Occasionally support or participate in specific initiatives (e.g. special projects, high jewelry, or boutique event support)

Qualifications:

Education
•    Jewelry School diploma/certification 
•    Gemological knowledge/degree is a plus 
•    High school/Bachelor’s degree preferred

Required experience
•    Minimum 10 years of experience in manufacturing/after-sale service of High-End Jewelry products  

Technical Skills/ abilities 
•    Strong Ability to find technical solutions 
•    Ability to do sketching (intermediate) and read technical drawings 
•    Excel and/or Powerpoint (intermediate.)
•    English – speaking, reading, and writing.  French is a strong plus

Management or People leadership experience 
•    Experience in managing a team of technicians

Personal skills: Communication/ Influencing
•    Excellent Verbal Communication Skills 
•    Leadership Skills with the ability to develop team members 
•    Problem-Solving and Interpersonal Skills 

Expected base salary range: $82,000 - $120,000
Salary will be negotiated based on relevant skills and experience