Manager, Partner Technical SupportPosted today
The opportunity
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.
What you'll do
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
What they're looking for
- 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
- + years of relevant work experience
