Service Manager, Miami

About Lucid

At Lucid we are creating exceptional mobility experiences through innovation to drive the world forward. Built on Lucids proprietary technology and software-defined vehicle architecture our award-winning vehicles bring our Compromise Nothing approach to the global automotive market. That means refusing to choose between performance and sustainability design and engineering ambition and Lucid Air and Lucid Gravity we have designed and built vehicles that have redefined their segments combining exceptional range performance design and expansive space in a single experience.

We achieve this through deep vertical integration with design engineering and productionhappening in-houseacross our global offices the world united by a shared commitment to refusing to settle youcanhelpredefinewhatspossible andshape the future of mobility.

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 KPIs 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 drivers license with no suspensions within the past year. Drivers under 21 must have maintained a Drivers 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