CUSTOM & REPAIR SERVICE CENTER MANAGER

COMPANY OVERVIEW

Nixon is California’s iconic watch and accessories brand, born from action sports culture and always pushing the never been done. As a company we are creative, we are ambitious, we take risks. Above all, we want to build great product with the world’s youth as our audience. We collaborate with the best in the business: brands, athletes, retailers, causes. People who share our mindset and our belief that we can make an impact, one detail at a time.

POSITION OVERVIEW

The Custom & Service Repair Center Manager is responsible for overseeing and coordinating the daily operations of the service center. Ensuring the Service Repair Center and Custom Workshop are operating at maximum production. Allocating sufficient coverage to achieve customer promise time frames. Monitoring and maintaining sufficient inventory and supply levels to effectively perform customer repairs and support online promotion. Work cohesively with cross-functional teams to establish superb operational and customer experience. Maintain consistent reporting for business transparency.

KEY RESPONSIBILITIES

  • Be on-site go-to person for all things service repair and custom
  • Allocate labor for all areas of the custom and service repair center to ensure maximum operational efficiencies
  • Communicate and execute daily work plan to team based on immediate business needs
  • Managing, evaluating, and reporting on team productivity (Using Matrix/Units of Measure/Reporting Tools)
  • Train team to efficiently process repairs and build and custom watches independently
  • Maintain open communication with the customer service team to offer exceptional repair service and custom experiences
  • Produce weekly DTC reporting to provide productivity and experience transparency
  • Maintain watch part inventory accuracy, ensuring a low shrink rate, under 1%
  • Work with the Ops team to ensure accurate and on-time delivery of required components
  • Order supplies needed for repairs and custom, according to budget and in conjunction with any promotions being planned domestically by the DTC and Sales teams
  • Coordinate and successfully execute special projects
  • Link the global Nixon service and custom network with regular communication and experience sharing
  • Maintain a high level of Service Center cleanliness, equipment maintenance, and general appearance, while ensuring a safe working condition
  • Enforce OSHA requirements, procedures, and regulations
  • Manage, prioritize, and confirm resolution of all IT requests
  • Conduct an annual physical inventory for all small-part locations

KEY MEASUREMENTS

  • Achieve a 10-day turn time on repairs, a 3-day turn time for personalized orders
  • Clear, regular reporting that engages cross-functional teams and provides customer experience transparency
  • Successful launches of new initiatives
  • Strong and productive team with good attendance
  • Inventory accuracy & executing successful inventory audit
  • Produce analysis for product and productivity insights

KEY COMPETENCIES

  • High level of efficiency and organizational skills
  • Ability to balance simultaneous projects, evaluate workload, and prioritize tasks based on critical needs
  • Demonstrates a sense of urgency to attain and exceed desired results
  • Operates in a cooperative and collaborative spirit to achieve goals
  • Innovative thinker
  • Strong business acumen; understands financial objectives and impacts
  • Works well with leadership, peers, and staff

REQUIREMENTS

  • 3+ years of Leadership or Management experience
  • 2+ years of proven technical experience with watch repair or product equivalent - Customization experience a plus
  • Proficient with Microsoft Office Suite, especially Excel
  • Experience using ERP or WMS applications
  • Flexibility and adaptability to work with changing priorities, evolving responsibilities, and scope of work in a rapidly growing company
  • Initiative, proactive, self-directed
  • Results-driven, goal-oriented
  • Problem solving, critical thinking
  • Excellent verbal and written communications skills
  • Strong reporting and analytical skills
  • Microsoft Navision system experience a plus
  • High School Diploma or equivalent

PHYSICAL REQUIREMENTS

  • Must be able to lift 25lbs repeatedly and 50lbs occasionally
  • Distribution Center warehouse working conditions apply
  • Employees will be made aware of any hazards inherent to the nature of the warehouse, Service Center environment
  • Employees will be trained accordingly to minimize any risk involved in performing the duties of this position
  • Ability to work in a Distribution Center environment with frequent variation of temperatures

Come join the Nixon Team! Please forward your resume to csjobs@nixon.com and include ‘Service Center Manager’ in the subject line.

This position is in Carlsbad, CA, USA-On-site. Due to the volume of resumes we cannot respond to everyone personally, but we do thank you for your interest and for reaching out to Nixon. Please, no phone calls. Thank you!