Title: OMEGA Workshop Supervisor Revision Date ... - Swatch Group

Title: OMEGA Workshop Supervisor Revision Date: June 2013
Reporting to:
Direct Report: OMEGA Customer Service Manager
Indirect Report: SGA Technical Manager & Boutique Manager
Position purpose: This position is responsible for organising and supervising the daily operations of the workshop at the OMEGA Boutique – MLC. To
ensure strict compliance with OMEGA working instructions. To exert operational supervision of the team, by effective planning and management of the
workload. To maintain and manage the upkeep of equipment and KANBAN stock within the workshop. To undertake Complete and Partial Maintenance
services on OMEGA timepieces at Level 6 and below applying the highest quality level as recommended by OMEGA.
Position dimensions
Direct Reports
Watchmakers – 2 FTE
Technicians – 2 FTE
Polisher – 1 FTE
Key interactions:
Omega Boutique MLC – Workshop
Omega Customer Service Manager
Omega Boutique Manager - MLC
Omega Boutique MLC CSA & CSO
Sales Staff
SGA Head of Customer Service
SGA Technical Manager
SGA Customer Care / Administration / Spare Parts Manager
OMEGA Brand Manager
Omega Technical Trainer - Switzerland
Skills / experience required / selection criteria
Qualified with satisfactory completion of a watchmaking apprenticeship/
diploma such as WOSTEP.
Excellent technical watch knowledge
Computer skills: Excel and Word intermediate level required
People management experience
Excellent organisational skills
Demonstrated analytical and problem solving ability
Highly developed relationship building skills
Excellent oral and written communication skills
Ability to cope under pressure
Ability to lead and coach staff on technical issues
Key challenges:
Handling volume while not compromising quality
Support the team in technical aspects (tools, equipment, training)
Project a professional and competent image
Professional, courteous and caring approach to dealing with business
partners
Maintain a mutually engaging and comprehensive relationship with
colleagues
Maintain and coordinate scheduling of work to the various workshop
functions in line with defined prioritisation processes
OMEGA Workshop Supervisor Updated on 24 th June 2013

Key result areas Activities Key performance indicators
Planning Assist the OMEGA Customer Service Manager with the
development of the customer service strategy
Exert a functional supervision of the workshop
Daily review of the aging report and the lead times
Monthly review of productivity figures with the workshop
team in conjunction with the OMEGA Customer Service
Manager and SGA Technical Manager
Manage flow of services during peak periods without
compromising customer satisfaction
Assist to develop & drive strategies to ensure lead time
targets are met at all times
Ensure the KANBAN stock is maintained, controlled and
updated in conjunction with input from SGA CC & SP
Manager to ensure coverage to new calibres
Ensure cost control of the workshop
People management Motivate staff to optimise performance
Supervise and support all workshop staff
Monitor team performance and propose corrective actions
to enhance team productivity
Set objectives for the team and ensure regular
performance monitoring
Propose training plan based on company needs and team
skills
Act as a go-between in personnel conflicts
Feedback from the OMEGA Customer Service
Manager & SGA Technical Manager
Evolution of productivity to meet OMEGA
standards defined in Working Instruction - 48
Well-performing and motivated staff
Performance appraisals completed
Actively drive cultural change
Customer Relations (internal and
external)
Monitor product concerns to identify emerging repeat
service trends. To report new technical problems and
analysis results to Manufactures on the Quality Claim
Form
QCF’s (Quality Claim Forms) completed and
submitted
Feedback from Omega Customer Service Manager
Assist with responses to special customer requests
OMEGA Workshop Supervisor Updated on 24 th June 2013

Key result areas Activities Key performance indicators
Assist CSA & CSO with elevated customer concerns as
required
Workshop Allocate work to the watchmakers in line with prioritisation
process
To monitor workshop workload and propose necessary
actions to meet the defined target (overtime, productivity
increase etc...)
Enforce workflows in the workshop within guidelines
issued by Omega CS
Respect OMEGA recommendations in terms of diagnostics,
estimates and repair quality
Respect service lead –time priorities (warranties)
Ensure all services comply to OMEGA CS specifications
Reduce comebacks by identifying cause and implementing
action plans. Review Quality Feedback Forms on weekly
basis with Omega CS Manager and SGA Technical
Manager
Meet regularly with the team to review comeback analysis
and propose corrective actions and training
Undertake services (Partial and Complete) as required
Technical support To provide technical support and consultant service to all
Boutique staff
Provide technical support to customers when necessary
Provide feedback on personnel training and refreshment
courses locally and with brands
Daily Technical analysis and trouble-shooting. Be the “goto”
person in case of technical issues
Maintain complete and updated technical files at all times.
Ensure they are known, understood and universally
applied
To monitor the quality control process is maintained at all
times
To provide/ confirm technical evaluation/ technical
Ensuring all KPI targets are achieved and
maintained
o Lead Time
o Quality
o Performance
o Return Without Service
Technical support of the highest standard
Well trained staff
Review of Comeback report
Comebacks recorded and addressed qualitatively
OMEGA Workshop Supervisor Updated on 24 th June 2013

Key result areas Activities Key performance indicators
information for all special service orders (VIP, claims,
etc...)
To collaborate with the SGA Technical Manager on all
technical elements associated with OMEGA
Tools / machines Ensure workshop tools and equipment are maintained and
immediately replaced if necessary
Maintain an updated list with all individual and common
tools
Ensure that all relevant employees are regularly trained
and instructed on tools
Weekly control and place purchase order for general tools,
equipment and operation supplies (all tools are always
calibrated)
Weekly control of the functionality and maintenance of
testing equipment and machines
Assist with preparation of a yearly list with all
tools/machines needed for next Budget
Ensure impeccable cleanliness of all workshop facilities,
tools and equipment
Quality management Ensure application of quality management policies and
procedures
Ensure workshop meets minimum Omega accreditation
requirements
To ensure that the quality level is maintained and is
corresponding according to the defined Aspects and
processes; for all external and internal serviced goods
Drive continuous improvement to achieve efficiencies
Ensure Unplanned spare parts are kept to a minimum
All machines are maintained regularly
Workshop is adequately equipped at all times
All workshop tools are maintained in the correct
manner
Streamlined processes
Omega evaluation results
Feedback from Omega Customer Service Manager
& SGA Technical Manager
OMEGA Workshop Supervisor Updated on 24 th June 2013