Field Escalation Specialist

Leading the future in luxury electric and mobilityAt Lucid, we set out to introduce the most captivating, luxury electric vehicles that elevate the human experience and transcend the perceived limitations of space, performance, and intelligence. Vehicles that are intuitive, liberating, and designed for the future of mobility. We plan to lead in this new era of luxury electric by returning to the fundamentals of great design – where every decision we make is in service of the individual and environment. Because when you are no longer bound by convention, you are free to define your own experience. Come work alongside some of the most accomplished minds in the industry. Beyond providing competitive salaries, we’re providing a community for innovators who want to make an immediate and significant impact. If you are driven to create a better, more sustainable future, then this is the right place for you.
We are currently seeking a Field Escalation Specialist. This position requires an experienced professional with experience reviewing, researching assessing, managing, and resolving product-related cases in a timely and efficient manner. Our ideal candidate exhibits a can-do attitude and approaches his or her work with vigor and determination. Problem solving skills are paramount. Candidates will be expected to demonstrate excellence in their respective fields, to possess the ability to learn quickly and to strive for perfection within a fast-paced environment.
We are looking to secure Specialists for the following areas: Millbrae, CA - Northwest Region - Northeast Region - Southwest Region - Southeast Region

The Role

• 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 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 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
• 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.

Qualifications

• 5 years automotive as technician
• ASE Certification L1 is a plus 
• 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

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