Jewelry Service and Repair Manager

Job Description

Join One of Ohio's Premier Family-Owned Businesses

Harris Jeweler is known for exceptional customer service, expert craftsmanship, and a commitment to doing things the right way.

We are seeking an organized, detail-oriented Service Manager to oversee the daily operations of our service and repair department. This position plays a critical role in ensuring every repair, restoration, custom project, and service order meets the high standards our clients expect.

Position Overview

The Shop Manager serves as the central coordinator between our clients, team members, vendors, and service partners. This individual will manage workflow in our repair department, maintain quality control standards, communicate with clients throughout the repair process, and ensure every job is completed accurately and on time.

In this role, you will oversee daily repair activities, ensure exceptional customer service, and manage a team of associates. The ideal candidate will possess strong jewelry knowledge, excellent leadership abilities, and a passion for delivering high-quality repairs with a focus on attention to detail and organization. This position offers an opportunity to drive operational excellence while fostering a welcoming environment for clients and staff alike. Perfect for someone who thrives on organization, enjoys problem-solving, and takes pride in delivering exceptional customer experiences.

Duties

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• Supervise jewelry repair processes, ensuring timely and precise craftsmanship in repairs such as ring sizing, stone setting, polishing, and custom design work.
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• Lead and motivate a team of repair technicians to achieve operational goals and maintain high standards of quality.
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• Manage customer interactions by providing expert guidance on jewelry repairs, valuations, and maintenance options.
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• Oversee inventory management of repair tools, supplies, and jewelry parts to ensure smooth workflow.
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• Implement efficient service procedures, including service writing, estimating costs, and tracking repair progress.
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• Upsell additional services or jewelry products to enhance customer satisfaction and increase revenue.
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• Maintain compliance with safety protocols and industry standards related to jewelry handling and repair.
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• Collaborate with staff on job estimates and working alongside the sales team to ensure the best service experience for our clients.
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• Collaborate with vendors for specialized repairs or sourcing rare components as needed.
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• Ensure continuous training for staff on new techniques, tools, or industry trends to keep the team current.
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Experience

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• Proven experience managing jewelry repair operations or similar technical service environments.
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• Strong mechanical aptitude with knowledge of jewelry tools, techniques, and materials.
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• Prior experience in customer service roles within retail or specialty stores.
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• Familiarity with estimating repair costs, service writing, and sales techniques.
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• Knowledge of inventory management systems related to jewelry or retail operations.
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• Ability to lead a team effectively while maintaining high standards of craftsmanship.
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• Excellent communication skills with an emphasis on professionalism and client satisfaction. Candidates with background knowledge in related fields such as watchmaking or gemology are encouraged to apply. A passion for craftsmanship combined with leadership ability will be key to success in this dynamic role.
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Pay: $50,000.00 - $70,000.00 per year

Benefits:

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• 401(k) matching
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• Dental insurance
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• Employee discount
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• Health insurance
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• Health savings account
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• Life insurance
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• Paid time off
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• Professional development assistance
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• Referral program
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• Relocation assistance
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• Retirement plan
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• Tuition reimbursement
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• Vision insurance
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Application Question(s):

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• Do you have previous jewelry industry experience?
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• Do you possess strong organizational skills and attention to detail?
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Experience:

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• jewelry customer service: 3 years (Preferred)
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Work Location: In person