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Field Technical Case Manager
Posted on 8/10/2022
INACTIVE
Locations
Fremont, CA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Management
Writing
Go
Requirements
  • 10 years automotive as technician
  • Excellent communication skills
  • MS Office Suite proficiency
  • Ability to travel up to 70%
  • Effectively handle multiple priorities, organize workload, and meet deadlines
  • Strong interpersonal and communication skills are an absolute requirement to establish effective working relationships throughout the Lucid organization
  • Technical writing skills
  • HV Certification and EV experience
  • Degree in either Mechanical Engineering, Electrical Engineering, Automotive Technology, or equivalent experience
Responsibilities
  • Investigate and report all high-priority product quality or product liability allegations concerning Lucid vehicles throughout the product lifecycle
  • Collect requested information, recovering of specified parts and conducting on-site “go-and-see” survey activities to investigate quality concerns
  • Provide field support to diagnose increasingly difficult concerns, some which have no known solution
  • Actively participate in weekly/monthly Field Staff technical meetings
  • Support and/or participate in new vehicle launch activities such as go and see activities, expedited reporting, and coordination of rapid part recovery
  • Attend courses or other educational activities related to maintaining Master Diagnostic technician ratings and keeping current with new automotive technology and systems
  • Provide highly skilled consulting and hands-on diagnostics to service personnel
  • Assist with all initiatives to help increase customer satisfaction, improve the ownership experience and reduce or prevent any unnecessary buybacks
  • Assist with validation of detailed technical instructions, process manuals, parts preparation and field/owner communications
  • Support all Lucid Field Quality Assurance activities including Pre-Delivery Corrections (PDCs)
  • 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
  • Help support the development and validation of detailed technical instruction, administrative process manuals, parts preparation and field/owner communications to support Safety Recall instructions
  • Provide judgment on repair or replacement of vehicle components including major subassemblies (battery, transmission, etc.) which satisfies repair objective
  • Provide support to Service Center for all escalated Technical Assistance cases
  • Provide accurate judgment on repair or replacement which will help dealers minimize “Lemon Law” cases
  • Accountable for the documentation and management of base vehicle field quality reporting
  • As needed, support and coordinate Market Surveys, Product Investigations, Survey Teams, part recovery activities and provide technical support during warranty audits and reviews
  • Support all Lucid Quality confirmations, pre delivery correction activities and repairs
  • Contribute and promote Lucid quality standards during the preparation for Lemon Law and Arbitration hearings to facilitate quick resolution of arbitration, dispute resolution, legal cases etc
  • Provide expert testimony on Lucid's behalf during depositions, arbitrations and court hearings
  • Provide guidance to Lucid Service personnel to promote proper dialogue with customers when the vehicle does not meet the customer quality expectations
Desired Qualifications
  • ASE Certification L1 is a plus
Lucid Motors

51-200 employees

Luxury electric vehicles
Company mission
Lucid Motors is on a mission to inspire the adoption of sustainable energy by creating the most captivating electric vehicles, centered around the human experience.
Benefits
  • Family Medical Leave
  • Remote Work Program
  • Health & Wellness - Dental Benefits, Disability Insurance, Flexible Spending Account (FSA), Health Insurance Benefits, Life Insurance, Vision Benefits, Fitness Subsidies
  • 401(K)
  • Paid Volunteer Time
  • Paid Holidays
  • Paid Sick Days
Company Values
  • Breakthrough Innovation - We design and engineer products and experiences that are visionary, meaningful, and enduring
  • Ownership Mindset - We anchor on our mission and take accountability for our own and others’ actions unrestrained by role boundaries
  • Integrity in Action - We have an unwavering commitment to deliver a positive return for our company, our customers, and community
  • One Team - We seek diversity of thought and background, and inspire the way the world moves forward together as one team
  • Passion for Excellence
  • Act with Urgency