Manager, Partner Technical Support

Customer Supportposted 11d ago

About Lucid

At Lucid, we are creating exceptional mobility experiences through innovation to drive the world forward. Built on Lucid’s 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 integrity. In 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 production happening in-house across our global offices and manufacturing facilities. Our teams come from industries around the world, united by a shared commitment to excellence. By refusing to settle, you can help redefine what’s possible and shape the future of mobility.

As Manager of the Technical Support Team supporting Lucid’s autonomous driving business partners, you will define and own the end-to-end partner support strategy. Utilizing and adapting existing processes already in place for Lucid’s internal field technical support, this role will drive technical architecture requirements for support infrastructure including personnel requirements, ticketing design, and solution tracking and improvement.

This will require collaboration with both the existing internal support network and with Engineering, Manufacturing and Quality teams to ensure that business partners are provided with 24/7 technical escalation support. As this is a new role within Lucid, you will create the roadmap for operations into the future.

The Role

Manage all Partner Technical Support Operations, including escalation and incident management
Direct, mentor, and build a high-performing support team, setting performance targets, scheduling, and conducting quality assurance reviews
Create and maintain partner relationships, demonstrate credibility and create confidence through expert level product knowledge.
Actively participate in weekly/monthly Field Staff technical meetings
Assist with validation of detailed technical instructions, process manuals, parts preparation specific to the partner vehicle.
Work with Corporate Quality, Legal, Regulatory Compliance, Lucid Communications, Customer Relations, etc. to address regulatory and/or market sensitive government inquiries and/or campaign projects
Provide judgment on repair or replacement of vehicle components including major subassemblies which satisfies repair objective
Define and track KPIs including resolution times, CSAT, first-contact resolution, cost to serve and partner NPS
Conduct deep-dive analyses of support data to identify trends, systemic issues, and proactive intervention opportunities

Qualifications

8+ years of relevant work experience
Bachelor’s degree in a related engineering field
Strong understanding and experience of automotive service engineering and the service environment
Flexibility to work evenings shifts, weekends, or holidays
Experience with high voltage battery systems and electric vehicles
Experience with staged gate milestones and driving to completion.
Experience building, developing, and managing highly effective program management tools and processes.
Excellent communication and collaboration skills, with ability to work in a high-pace highly complex cross-functional environment.
Excellent organization and delegation skills with ability to own the product roadmap and schedule with a track record of delivering projects on-time.
Ability to inspire confidence to the executive members as well as the project teams.
Ability to quickly comprehend complex problems and effectively facilitate the team to a decision and coordinate the action plan.
Strong analytical and quantitative skills with ability to drive decisions using data and metrics
Excellent organizational and interpersonal skill
Goal-oriented self-starter and motivator

At Lucid, we don’t just welcome diversity - we celebrate it! Lucid Motors is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, national or ethnic origin, age, religion, disability, sexual orientation, gender, gender identity and expression, marital status, and any other characteristic protected under applicable State or Federal laws and regulations.

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.

Equal Opportunity: At Lucid, we believe diversity strengthens everything we build. Lucid Motors is proud to be an equal opportunity employer and is committed to providing an inclusive workplace for all. We consider all qualified applicants without regard to race, color, national or ethnic origin, age, religion, disability, sexual orientation, gender, gender identity or expression, marital status, or any other characteristic protected by applicable state or federal laws and regulations.

Accessibility: Lucid Motors is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need any accommodation to participate in the application process, please contact us at TA-Operations <@> lucidmotors.com. This email address is designated solely for accommodation requests and is not monitored for job applications or resume submissions. To be considered for employment, all applications must be submitted through the Lucid Motors Careers website.

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To all recruitment agencies: Lucid Motors does not accept agency resumes. Please do not forward resumes to Lucid Motors. Lucid Motors is not responsible for any fees related to unsolicited resumes.