A look at the LVMH Group's customer service center, where they take watch maintenance seriously

The LVMH Group is one of the world's leading luxury groups, owning brands such as Louis Vuitton, Bulgari, Hublot, Tag Heuer, and Zenith. The group has recently begun to focus on watch maintenance. This is evidenced by the customer service center at LVMH Watch & Jewelry Japan, their headquarters in Japan. The facilities and staff capable of manufacturing watches are simply impressive.

LVMH Group's customer service has evolved significantly

　The LVMH Watch & Jewelry Japan Customer Service Center in Toyocho, Tokyo, is positioned as a role model for after-sales service centers around the world. This is true for other companies (groups) as well, but the LVMH Group has made it clear that Japan is the global standard. Currently, maintenance is performed here on watches from LVMH Group companies such as Bulgari, Hublot, Tag Heuer, Zenith, Chaumet, and Dior. In addition, the center repairs and engraves jewelry from Bulgari, Chaumet, and Fred.

　The service center's key features are its fully equipped watchmaking facilities and its highly skilled personnel. Japanese watchmakers and their repair techniques are highly regarded worldwide, which is why many companies (groups) want to see Japanese service centers as global role models. The center also sought to further raise its overall standards by overhauling its organization. The impetus for this change came when Shigeru Hayashi was appointed Customer Service Director. Having led Breitling's maintenance department for many years, he is one of the key figures in establishing the reputation of Breitling as synonymous with excellent maintenance. Since assuming the role of head of the LVMH Watch & Jewelry Japan Service Center, he has worked with his superior, COO Julie Bourgeois, and the on-site staff to transform the service center.

　There are too many changes to list, but there are two major ones. The first is that watchmakers, who were previously divided among manufacturers, are now free to move around freely, which has improved their skills and significantly shortened maintenance periods. Also, at the request of TAG Heuer's headquarters in the United States, the process of matching the case and movement (called casing) has been separated. This separation has reduced the burden on staff involved in repairing movements and exteriors. These small improvements have led to a better environment for staff as well as customers. In fact, one staff member told me, "The current organization allows us to say what we want."

LVMH Service Center with high-level personnel and facilities

　LVMH Watch & Jewelry Japan's service center boasts an extremely high level of quality. However, the maintenance process itself is exactly the same as that of other companies. The watch they receive is disassembled, cleaned, and reassembled. Any damaged parts are also repaired or replaced. However, this service center differs significantly in that it also handles jewelry. Incidentally, the standards required for exterior finishes of watches today are far higher than they were 10 years ago. This is especially true in the Japanese market, where consumer demands are strict. However, the standards required for jewelry finishing are even higher than those for watches. In other words, LVMH Watch & Jewelry Japan's service center, which also regularly performs maintenance on jewelry, is even higher. Furthermore, by providing maintenance on brands like Bulgari, which has extremely complex designs, and Hublot, which favors new materials, the standards have been raised even further.

The level of seriousness revealed through on-site interviews

　When a watch is received, it is disassembled into its exterior and movement, and the exterior parts are first sent for cleaning. What's interesting is that the cleaning solvents are strictly separated according to the condition of the watch. By attaching labels according to the treatment to be performed, human error is prevented and the process can be carried out quickly. What stands out about LVMH Watch & Jewelry Japan's service center is not only its thorough organization but also the extra effort to make work easier. This is perhaps the know-how that can only be found at a large service center that handles a large number of items.

　After careful cleaning, the exterior parts are sent for polishing. Most of the technicians are jewelry school graduates. Even for ordinary watches, they use a whopping four different types of buffs to remove minor scratches. As you'd expect from a service center run by a large group, the equipment for this process is quite extensive. The first thing that caught my eye was the latest laser welding machine. This machine uses the same material to fill dents in the exterior. While this is usually done on exteriors made of precious metals, "we also fill holes in stainless steel," according to the technician. This means that even a Bulgari Bulgari watch with a damaged bezel can be restored to like-new condition. This service center is also unique in its use of belt sanders (cloth emery boards) typically found only in case factories. I never expected to see the same finishing machinery I'd seen at Panerai and other manufacturers in a Japanese repair workshop.

　They also have a comprehensive movement repair system. Hublot can perform maintenance in Japan except for high-end models and those with sapphire cases, and they also have a system in place where two people can assemble TAG Heuer tourbillons. While repairs must be carried out at the Swiss headquarters for a few years after release, other models can generally be maintained in Japan.

LVMH Watches & Jewelry Watchmaking Academy

　In one corner of this service center is the LVMH Watches & Jewelry Watchmaking Academy, which opened in April this year. As reported by webChronos (Reference:http://www.webchronos.net/features/137724/The academy hires future watchmaker candidates as employees and trains them to become watchmakers through two years of training. Originally a program planned by TAG Heuer, it has expanded in scale and further evolved into an initiative for the entire LVMH group. Two new recruits joined the first class in 2025. Both graduated from technical high schools, and Hayashi says their skills are extremely high to begin with.

　Hayashi says, "Originally, the training room allocated for the academy space was in a different location. However, when the after-sales service director from TAG Heuer's headquarters visited Japan, he suggested that a corner with better access (to the service center) would be better, as it would let in natural light, so we quickly secured a space by the window." As a result of being next to the service center, technicians began to drop in and have lunch with the new recruits.

　COO Bourgeois states, "In Switzerland, you learn how to make things, but at this academy, you learn how to repair them." As a result, as the curriculum progresses, the two new recruits will be tasked with troubleshooting and overhauling watches. Aiming to balance practical and theoretical learning, the academy not only provides classroom instruction, but also actively encourages students to get hands-on with watches. At the time of our interview, they were cutting the balance spring and adjusting the balance's frequency.

A glimpse of LVMH's big growth at the maintenance site

　Watch maintenance is becoming increasingly important. LVMH Watch & Jewelry Japan's service center, with facilities and a full staff that rival even the manufacturers', demonstrates the group's commitment to its watches. And if we follow the established watch industry wisdom that watchmakers who don't skimp on maintenance will thrive, then it's no wonder that the LVMH Group's companies are set to make great strides in the future. The true capabilities of a watchmaker are readily apparent when you take a look at the repair shop.

　By the way, the company is also looking for engineers with practical experience. If you are interested, please contact the following number.