Montrichard (H.K) Limited Hiring! Full Time Aftersales Quality Improvement Manager in Hong Kong - Ricebowl

About the role

MHK is looking for a Refund, Return & After-Sales Quality Improvement Manager to take full ownership of the after-sales operation — from the moment a customer return or repair is received until the case is fully resolved. This is a hands-on operations position responsible for understanding why watches come back, how much it costs the business, how fast cases are closed, and how recurring issues are eliminated at the source. You will build and run a fast, measurable, customer-focused after-sales system — based on QR-coded tickets, clear repair planning, warranty assessment, technician performance, final quality control, customer satisfaction and root-cause analysis — while coordinating MHK's after-sales network across Hong Kong, Shenzhen, Switzerland, the USA and France.

Key responsibilities

• Own every repair, return and after-sales ticket end-to-end, from receipt through to customer resolution.

• Coordinate the global repair network, ensuring regional hubs follow common procedures and feed into one after-sales dashboard.

• Run daily Hong Kong repair-center operations, tracking aging tickets against a two-week end-to-end target.

• Manage and develop the Hong Kong repair technician team, monitoring first-time-fix rate, rework and turnaround.

• Apply clear warranty and repair decision rules, classifying and resolving cases fairly and consistently.

• Analyze returns, refunds and repairs by brand and model to surface cost, revenue impact and recurring failures.

• Lead root-cause and CAPA-based quality improvement with Product, Manufacturing, Quality and Purchasing teams.

• Separate genuine defects from customer misunderstanding, and brief Marketing/Content on preventive guidance.

• Ensure every repaired watch passes a documented final QC before shipment.

• Coordinate closely with Shenzhen technical teams and regional hubs, and own overall customer satisfaction (CSAT target 90%).

About you

• Excellent organization, follow-up and ownership mentality

• Strong operational problem-solving and process-improvement skills

• Comfortable managing multiple open cases and international coordination

• Data and dashboard management (good Excel / ERP / digital-systems skills)

• Team management and cross-functional coordination

• Customer-service judgement and ability to spot root causes, not just symptoms

• English required; Mandarin and/or Cantonese are strong advantages

• Around 3–5 years of relevant operational experience preferred

• Experience coordinating operations across several countries or sites is a strong advantage

• Previous watch-industry experience is a plus but not required

About us

Montrichard (H.K.) Limited operates across Hong Kong, Shenzhen, Switzerland, USA and France, serving B2C, B2B and marketplace customers. The successful candidate will have the opportunity to progressively develop the after-sales activity from a Hong Kong repair center into a global, multi-brand after-sales service operation.