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