INTERVIEW WITH BORIS KUIJPER, IWC's SERVICE MANAGER
[i]Foreword
Many of you know Rene Schwartz was the past “service manager” at IWC in Schaffhausen and has done an outstanding job in that capacity for 10 years. At the end of 2007, Rene left IWC in Schaffhausen and took on a new position in Munich where he is responsible for running the service platform for Richemont Northern Europe especially for IWC's important German market.
While IWC was looking at candidates to fill the important position of head of service at the factory Rene was instrumental in bringing on board a capable successor in the form of a talented watchmaker (like himself) with whom he had become acquainted for several years. The transition was planned to perform with the same precision engineered by IWC in their timepiece collection. And, indeed, it seems to be headed in the right direction under IWC's new service manager.
Thus, I'm pleased to submit, exclusive first to our IWC forum, a personal interview I arranged with Boris Kuijper, the new service manager for IWC Schaffhausen in Switzerland.
Boris was in the U.S. this month on his first official visit to IWC's factory authorized service centers to get acquainted with all people involved in those functions. During his first stop in New York at my company I had the privilege of getting to know this fine gentleman and he graciously granted me an opportunity to interview him about his job he has now held since January 2008.
[b]At the young age of 44, Mr. Kuijper has already developed a distinguished resume. He's been kind enough to introduce himself and tell me about his position.[i]
******INTERVIEW ******
Jack Freedman (JF)
Boris Kuijper (BK) [/b]
JF: Can you please tell us a bit about your background?
BK: I was born in the Netherlands and trained as a watchmaker. I worked for Bucherer in Lucerne as a watchmaker since 1988. I began with repairing watches at the bench and gradually working my way up the ladder until I was asked to become service manager responsible for all the luxury watch brands sold in our retail store.
JF: What previous experience do you have with the IWC brand?
BK: At my former job at Bucherer we serviced a fair number of IWC timepieces. Bucherer is an important authorized dealer for IWC in Switzerland. Before joining IWC as head of service, I had worked closely with the IWC company in Schaffhausen ordering spare parts and resolving after-sales service issues. Thus, IWC is no stranger to me after so many years. And, I always had a healthy respect for the brand.
JF: Will your background enhance your new responsibilities at IWC?
BK: Having been exposed directly to so many different prestigious watch brands at Bucherer and working closely with their respective factories I brought with me the best experience and skills learned from other companies in dealing with customer and technical issues. That is a strong asset and a fresh approach in moving ahead.
JF: What does your new position at IWC entail?
BK: I oversee a staff of 70 people in the service department which covers watchmakers, the spare parts department, clerical help, and administrative personell. At our factory headquarters we are responsible for after-sales service on a global front working with our service platforms in countries around the world. We must maintain an adequate supply of parts and the means to service contemporary timepieces at all times while also having specialists capable of repairing and restoring old vintage watches.
JF: Who is your boss and to whom are you responsible at IWC?
BK: I report directly to CEO Georges Kern who places particular emphasis on this part of the company. He views customer service as a priority and wants to be informed of important customer issues. Of course, he doesn't regularly answer all service related inquiries but, instead, gives me his wise guidance on tough and complicated matters.
JF: How does the service department fit into the overall picture of IWC's strategy and growth?
BK: We have exciting projects on the drawing board with further expansion in the service department area to support the marketing and sales of the brand once the global economic climate improves.
JF: Thank you for your visit and for sharing your information. We're happy to have your support.
BK: Thank you for showing me your service facility and for your time.
