Manager, Partner Technical Support

Lucid Motors; Fremont (CA); On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Life and disability coverage

Paid time off

Equity program

Annual cash incentive

Job summary

Lucid Motors is seeking a Manager of the Technical Support Team to own end-to-end partner support strategy for its autonomous driving business partners. You will define technical architecture requirements for support infrastructure and drive improvements across escalation, tooling, and process design.

In this role you will collaborate with internal support networks, Engineering, Manufacturing and Quality teams to provide 24/7 escalation support and to create a future roadmap for operations.

Qualifications

• 8+ years of relevant work experience.
• Strong understanding and experience of automotive service engineering and the service environment.
• Experience with high voltage battery systems and electric vehicles.
• Ability to inspire confidence to the executive members and project teams.
• Experience building, developing, and managing program management tools and processes.

Responsibilities

• Manage all Partner Technical Support Operations, including escalation and incident management.
• Direct, mentor, and build a high-performing support team, setting performance targets and QA.
• Create and maintain partner relationships with expert level product knowledge.
• Define and track KPIs including resolution times, CSAT, first-contact resolution, and NPS.
• Collaborate with Engineering, Manufacturing and Quality teams to ensure 24/7 escalation support.

Skills

Leadership

Communication

Cross-functional collaboration

Analytical thinking

Education

Bachelor’s degree in a related engineering field

Tools

Program management tools

Job description

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 a401(k) retirementplan. 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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