Service Supervisor, Goose Island ( 2nd Shift )

Lucid Motors•Chicago, IL

About The Position

The Service Supervisor, Goose Island (2nd Shift), assists the Service Manager with the day-to-day operations of the Lucid Service Center and manages a team of advisors, technicians, service assistants, and parts staff. The role offers experience in a managerial position with advancement potential, developing knowledge of customer-facing service, technician operations, and service-center management. The Supervisor sets an example for the team and encourages continuous improvement. They ensure work orders are detailed, complete, and properly filled out, and monitor the flow of work to help provide the best possible customer experience. They also support employee development, operational performance, quality control, and compliance with applicable industry standards and company processes.

Requirements

Automotive service experience, including understanding service KPIs such as Customer Satisfaction Index (CSI), Repair Completion Time, Days Down, and PDI Completion/Turnaround Time.
Learning agility.
Willingness to take on more responsibility and develop into a management position.
Self-starter with curiosity and a desire to review processes and execute changes.
Ability to gain knowledge of company policies, protocols, and processes.
Ability to collaborate, motivate, and lead individuals, groups, and vendors.
Verifiable track record of excellence in customer service.
Exceptional organization and ability to drive continuous improvement in a fast-moving environment.
Excellent written and verbal communication skills, and ability to work independently and collaboratively in a team environment.
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 maintained a driver’s license for at least three years and successfully complete Lucid training upon hire.

Nice To Haves

Associate degree or bachelor’s degree 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 business, including customer service interactions, reporting, and repairs.
Evaluate employee performance and provide consistent feedback to drive results.
Participate in selection, training, and development of service employees, and help ensure positions are filled in a timely manner.
Support, implement, and follow up on training; participate in meetings, workshops, and other learning opportunities.
Ensure the team provides a high level of customer experience and develops professional relationships with clients and vendors.
Manage team members’ timecards and schedules.
Address client concerns and complaints promptly and professionally.
Develop working knowledge of industry standards, regulations, and restrictions, and ensure department compliance.
Delegate and direct service tasks as directed by the 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 after repairs are completed.
Assist with or perform administrative tasks.
Resolve people and safety issues in a timely and effective manner, collaborating with Human Resources and appropriate teams.
Assist with repairs as needed.
Assist in building a world-class team.
Perform other duties as assigned.