Service Manager, San Jose

Lucid Motors•San Jose, CA

About The Position

The Service Manager is responsible for the day-to-day operations of Lucid’s San Jose Service Center, managing a team of service advisors, technicians, and parts staff. The role focuses on building and leading a high-performing team that delivers an exceptional customer experience, develops lasting customer relationships, and continually improves service operations. The manager may also assist with vehicle repairs as needed. The position requires leadership in employee selection, training, development, and performance management; oversight of repairs and service tasks; and accountability for customer service, reporting, operational results, and compliance. The manager also handles administrative tasks and works with Human Resources and other teams to resolve people and safety issues. Lucid creates mobility experiences through innovation and proprietary technology, with a focus on performance, sustainability, design, and engineering. The company states its commitment to equal employment opportunity and celebrates diversity.

Requirements

Minimum 10 years of varied automotive service experience, including measuring and holding a team accountable for KPIs such as Customer Satisfaction Index (CSI), repair completion time, days down, and PDI completion/turnaround time.
Experience managing a team of technicians, including 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 with repairs as needed.
Exceptional organization and 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 and learn proprietary DMS software.
Ability to travel as needed.
Willingness to complete Lucid-provided CPR training after hire.
Valid driver’s license with no suspensions within the past year. Drivers under 21 must have held a driver’s license for at least 3 years and successfully complete Lucid training upon hire.

Nice To Haves

AA/BS in Automotive Technology or Business Management, or equivalent work experience.
Knowledge of high-voltage systems, low-voltage systems, and EV powertrains.
Start-up experience and experience in related fast-paced environments.
Previous OEM-specific EV experience and training.
ASE Certifications.
EPA 609 Certification.

Responsibilities

Manage and develop service team members and day-to-day service operations, including customer interactions, reporting, and repairs.
Evaluate employee performance consistently and provide feedback to drive results.
Select, train, and develop employees, ensuring positions are filled promptly.
Support, implement, and follow up on training.
Ensure the team delivers a high level of customer experience and develops lasting customer relationships.
Address customer concerns and complaints quickly and professionally.
Maintain working knowledge of applicable industry standards, regulations, and restrictions, and ensure department compliance.
Delegate and direct service tasks so customer vehicles are repaired and returned on time.
Monitor employee work and provide guidance, ongoing training, and development as needed.
Work effectively with service technicians and assist with Lucid vehicle repairs when needed.
Develop a thorough understanding of Lucid Motors’ mission and the contribution of the Service Manager role.
Assist with or perform administrative tasks.
Resolve people and safety issues promptly and effectively in collaboration with Human Resources and appropriate teams.
Perform other duties as assigned.