Technical Advisor

Work Scope:

To represent the AP brand as a Technical Advisor

• as a Technician providing value added technical expertise to the customer
• as a customer service specialist in providing knowledge and insight
• as a passionate ambassador of the brand

To share passion and technical knowledge in order to elevate knowhow of the retail team

The Technical Advisor embodies the craftsmanship and brand legitimacy in the boutique
 

Job Responsibility and Duties

Administrative Functions (refer to Company CS training)

• Act as a Client Care specialist in entire after-sales jobs process (registration, acknowledgement, follow-up, invoicing, closing); photos of watches at drop off and pick up of repairs
• Client updates on repairs, nursing calls as part of Client Care
• Identifies counterfeits at the time of drop off
• CRM (SUGAR) entries, especially notes when direct interactions with repair customer
• Continuous exchanges and contact with customer service centre
• Help the location manager in monitoring progress of KPIs (e.g. Immediate Estimate, CS estimate rejection rate, Long pending CS pick up, Accessories Sales etc.)

Customer Service Support: (refer to Company retail training)

• Provide quick small intervention service to AP customer as: Strap exchanges, Links removal or addition, Water resistance testing; working order control
• Answer client questions from a technical standpoint; thoroughly explain movements from a watchmaker’s point of view but in terms that a client will understand
• Explains the “immediate estimate” process to the client and the type of standard service proposed

Spare Parts Management:

• Responsible for spare parts management, perform solely spare parts inventory 1x/month during the month and assist in 1st of month inventory
• Participate in decision of regular replenishment of necessary spare parts (straps, links, buckles, screws, etc…)
• Cost control of spare parts (in conjunction with Client Care specialist and Boutique Manager)
• Provides trust through a complete knowledge of company products, company procedures and market awareness
• Service clients with a positive attitude and spares no efforts to ensure their satisfaction

Sales Support: (refer to Company retail training)

• Provide floor sales coverage support to front line team
• Sale and promotion of Audemars Piguet products through the AP House / boutique
• Develop and maintain customer relationships / correspondence, actively use CRM
• Possess complete knowledge of company history, product, positioning vs competition, company procedure and market awareness

• Provide training to boutique staff on movements characteristics, materials, performances of both AP and the competition; improve confidence and credibility of staff
• Communicate on a regular basis to staff regarding new policies, company issues, related to Client Care

Client experience and marketing support

• Actively participate in marketing activities and events, provide support in sharing technical knowhow and
• Lead watchmaking masterclass presentations
• Provide ideas and opinion in the shaping of future events and experiences for clients