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Service Manager

4 weeks ago

Riyadh, Saudi Arabia Lucid Motors Full time

**Leading the future in luxury electric and mobility**
- At 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.

Service Manager will ensure premium service consulting tailored to the individual needs of each customer and loyalty through offering high-quality service and customer care and attain the highest possible exploitation of selling aftersales services parts and accessory potential.

**The role**:

- Defines qualitative and quantitative annual targets for service.
- Derives or prepares suitable measures to achieve and control these targets.
- Implements and pushes through the measures relating to SME, service loyalty and parts, accessories, as well as guaranteeing a high quality of customer care.
- Organizes/monitors and evaluates internal service key figures in the retailer.
- Analyses the service market potential and its level of exploitation.
- Performs and evaluates regional market and competition studies for the Service area.
- Applies, implements, and checks service marketing and competition measures regarding LUCID Motors campaigns and specific Middle East and UAE market conditions.
- Defines a range of Aftersales services oriented towards the appropriate target groups, with consideration for the competitive environment.
- Implements standards/directives for service defined in the retailer and those specified by LUCID.
- Guarantees establish benchmarking in comparison with other retailers.
- Carries out internal workshop tests and quality measures, and implements improvement measures to improve service quality
- Oversee service team, auto service staff, and vehicle repair processes to deliver a positive service experience and maintain profitability
- Ensure delivery of customers’ vehicles on time
- Coach team members on ways to drive service sales, beneficial training program options, and customer service tactics
- Work with the service advisor to ensure proactive resolution of all customer complaints and make follow-up calls, as needed
- Maintain a high level of customer satisfaction in all automotive service capacities to increase retention and referrals
- Oversee all day-to-day job duties within the automotive service department with a focus on high employee and customer morale
- Guide the management of all automotive service department paperwork, including repair orders, invoices, and maintenance record
- Prepares and updates organizational diagrams and job descriptions for service staff.
- Responsible for planning and implementing the personnel requirements in Service (hiring, redundancies).
- Controls service advisor and service assistants based on defined key figures.
- Applies performance-related bonus systems in service.
- Conducts annual appraisal process with his service employees which includes the definition of an individual development plan for each employee.
- Defines working times and opening times in service in consultation with the aftersales Manager, if necessary through developing, adapting and implementing working time models.
- Acts as a role model and ensures brand-compatible employee behavior.
- Legally represents service, based on consultation with the aftersales manager.
- Represents BMW service in-house and externally.
- Cooperates with associations (chamber of commerce, etc.).
- Involved in planning construction work for aftersales with regard to process aspects.
- Ensures flow of information, in particular via extranet (definition of access rights, etc.).

**Requirements**:

- Must have a bachelor’s degree in engineer, business, management.
- Business and/or technical training.
- Driving license.
- Professional experience in service section of an automotive dealership.
- In-depth knowledge of automotive technology, automotive service technician job duties, and automotive repair services is required
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
- Ability to read, analyze and interpret general business periodicals, professional journals, technical p