What are the responsibilities and job description for the Service Supervisor, Rutherford position at Lucid Motors?
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 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 whats possible and shape the future of mobility.
The Supervisor, Service Center is best suited for candidates who want to gain valuable experience in a managerial role with advancement potential. This position will be responsible for assisting the service manager in the day-to-day operations of the Lucid Service Center, effectively managing team of advisors, technicians, service assistants and parts staff. The ideal candidate will demonstrate curiosity and learning agility to develop experience on the front end (customer facing), back end (technicians) and operations management. This role will be setting an example for their team while encouraging continuous improvement. The Supervisor will be responsible for ensuring the work orders are detailed, complete and properly filled out. In addition, they will continuously be following the flow of work to determine everything is being done to provide the best customer experience possible.
Responsibilities:
- Manages and develops Service Team members and the day-to-day service business, including customer service interactions, reporting and repairs
- Performance Management: will learn to continually evaluate the performance of each employee and provide feedback on a consistent basis to drive results
- Will be involved in the selection, training, and development of service employees, ensuring all positions are filled in a timely manner
- Support, implement and provide follow-up for all training
- Participate in meetings, workshops and other learning opportunities
- Ensure the team is providing the highest level of Lucid customer experience while developing top of the line, everlasting professional relationships with our clients/vendors
- Manage timecards and schedules for service center team members
- Address any client concerns or complaints quickly and professionally
- Develop a working knowledge of all industry standards, regulations, restrictions, and ensures department compliance
- Delegate and direct all service tasks as directed by service manager, ensuring client vehicles are repaired and returned on time
- Monitor employee work and provide guidance, ongoing training, and development as needed
- Perform quality control checks on vehicles once repairs have been completed
- Acquire a thorough understanding of Lucid Motors mission and the importance of your contribution through your role as a Supervisor
- 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:
- Automotive service experience including understanding various KPIs i.e. Customer Satisfaction Index (CSI), Repair Completion Time, Days Down, PDI Completion/Turnaround time
- Learning agility
- Willingness to take on more responsibility to learn and develop into management position
- A self-starter with curiosity and desire to review processes and execute changes
- Gain knowledge of company policies, protocols, and process
- 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, including ability to work independently and collaboratively in a team environment
- Assist in building 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