The
Service Manager will be responsible for the day-to-day operations of the Lucid Service Center, effectively managing a team of advisors, technicians, and parts staff. The Service Manager position will be responsible for building a world-class team focused on delivering the highest level of customer experience. The ideal candidate will demonstrate leadership within the organization, setting an example for their team while encouraging continuous improvement.
Responsibilities: - Manage and develop Service Team members and the day-to-day service business, including customer service interactions, reporting, and repairs
- Performance Management: continually evaluate the performance of each employee and provide to feedback on a consistent basis to drive results
- Select, train, and develop employees, ensuring all positions are filled in a timely manner
- Support, implement and provide follow-up for all training
- Ensure the team is providing the highest level of Lucid customer experience while developing lasting relationships
- Address any client concerns or complaints quickly and professionally
- Possess a working knowledge of all industry standards, regulations, restrictions, etc. and ensures department compliance
- Delegate and direct all service tasks, ensuring client vehicles are repaired and returned on time
- Monitor employee work and provide guidance, ongoing training, and development as needed
- Work effective with Service Center technicians with the understanding that you may need to assist in repairs of Lucid Motors vehicles
- Acquire a thorough understanding of Lucid Motors mission and the importance of your contribution through your role as a Service Manager
- Assist with or perform administrative tasks
- Resolve all people and safety issues in a timely and effective manner, collaborating with Human Resources and appropriate teams effectively
- Other duties as assigned
Qualifications: - Minimum 10 years varied automotive service experience including measuring and holding team accountable for various KPI's i.e. Customer Satisfaction Index (CSI), Repair Completion Time, Days Down, PDI Completion/Turnaround time
- Experience managing a team of technicians for selection, development, performance management, engagement and training
- Exceptional ability to collaborate, motivate, and lead individuals, groups, and vendors
- Verifiable track record of excellence in Customer Service
- Willingness to assist on repairs on an as needed basis
- Exceptional organization and the ability to drive continuous improvement in a fast-moving environment
- Excellent written and verbal communication skills
- Ability to build a world-class team from the ground up
- Ability to analyze and interpret internal reports
- Advanced ability to use basic computer applications such as Microsoft Office as well as learn proprietary DMS software
- Ability to travel on an as-needed basis
- Willingness to complete Lucid provided CPR training post hire
- Valid driver's license with no suspensions within the past year. Drivers under 21 must have maintained a Driver's License for a minimum of 3 years and successfully complete Lucid Training upon hire
Preferred Qualifications: - AA/BS in either Automotive Technology or Business Management, or equivalent work experience
- Knowledge of HV systems, LV systems, and EV powertrains
- Start-up experience and related fast-paced environments
- Previous OEM specific EV experience and training
- ASE Certifications
- EPA 609 Certification
Compensation & Benefits: Lucid offers a comprehensive and competitive benefits package including medical, dental, and vision insurance; life and disability coverage; paid time off; paid holidays, paid sick leave; and a 401(k) retirement plan. Hourly/non-exempt employees accrue up to 120 hours paid time off, and salaried/exempt employee accrue up to 160 hours paid time off. Eligible employees may also participate in Lucid's equity program and/or a discretionary annual cash incentive program. Incentive and equity awards, if applicable, are determined based on individual performance, role scope, market considerations, and overall company results, in accordance with the terms of the applicable plans.
