Job Description

Position: Repair Studio Technician

Location: Samsonite Oxford Street Store, 285 Oxford Street, London W1C 2DW

Availability: Mid-April 2026

Job Purpose

As a Repair Technician at Samsonite, you will be the trusted expert behind a globally recognized brand known for innovation, durability, and style in travel solutions. Your mission is to deliver exceptional customer service while performing precise, high-quality repairs that restore products to their original standard. You will combine technical skills with deep product knowledge, ensuring every interaction reflects Samsonite’s commitment to excellence and care. From assessing damage and executing repairs to advising customers on warranties and after-sales services, you play a vital role in maintaining customer trust and loyalty. This position requires attention to detail, problem-solving ability, and a passion for craftsmanship—because every suitcase tells a story, and you’ll help keep those journeys moving Customer Service

• Greet customers warmly and provide empathetic, professional assistance for repair inquires.
• Explain repair options, processes, and timelines clearly; reassure customers about the care of their items.
• Communicate warranty terms, returns policy, and after-sales services accurately.
• Promote additional services and products when appropriate.
• Handle complaints calmly and escalate unresolved issues correctly.
• Support virtual repair requests via WhatsApp, Saferpay, and other platforms.

Technical Repairs

• Perform hands-on repairs to Samsonite products, including:
  • Wheel Replacement – Complete within 2 minutes per wheel following manufacturer guidelines.
  • Handle Replacement – Replace within 10 minutes ensuring secure attachment and smooth functionality.
  • Lock Replacement – Install new locks within 5 minutes without damaging the suitcase frame.
  • Zipper Slider Re-insertion – Complete within 20 minutes ensuring proper alignment and durability.
  • Hinge Replacement – Replace hinges within 3 minutes per hinge ensuring smooth operation.
  • Assess damaged cases to determine manufacturing defect vs. third-party damage, document findings accurately.
  • Maintain high standards of quality and safety in all repairs

Store Performance & Analysis

• Understand and strive to exceed repair studio KPI's and targets.
• Use X-Store and Power BI confidently for transactions and reporting.
• Complete Quest training modules and maintain ongoing learning.

Stock Management

• Follow stock control procedures and minimize losses.
• Use Item List Reports and Stock Investigation Guide for accurate inventory management.
• Correct negative stock issues and report findings to management

Operations

• Adhere to Samsonite’s operational policies, including cash handling and health & safety.
• Maintain cleanliness and organization in the Repair Studio and store areas.
• Complete opening/closing checklists and ensure compliance with security protocols.
• Follow environmental policies in line with Green Mark standards

Merchandising, Marketing & Promotions

• Maintain visual merchandising standards in the Repair Studio and store.
• Stay informed about current promotions and marketing campaigns.

Communication

• Communicate clearly and courteously with customers and team members.
• Share customer feedback and market trends with the store manager
• Follow Samsonite's dress code an grooming standards.
• Act as a brand ambassador for Samsonite.

Reporting Line

Reports directly to the Store Manager.

• Technical repair skills (wheels, handles, locks, zippers, hinges)

• Damage assessment

• Product knowledge

• Customer service excellence

• Operational competence

• Health & safety compliance

• Time management and attention to detail

• Computer literacy