Service Center Operations Specialist - Technical, Parts & Customer Experience

About the Role:

As a Service Center Operations Specialist at Lucid Motors, you will play a versatile and hands-on role within the Service Center, supporting the full service journey from customer intake and repair coordination to parts management, technical workshop support, vehicle diagnosis, repair quality, and final handover.

This role combines premium customer communication, accurate spare parts coordination, and high-quality technical workshop support. You will act as a trusted customer contact, support technicians with parts and repair coordination, and, depending on certification level and workshop needs, contribute directly to vehicle diagnosis, maintenance, and service quality.

The ideal candidate is an adaptable automotive professional with strong communication skills, solid technical understanding, attention to detail, and a passion for electric vehicles, sustainable mobility, and premium customer experiences.

Key Responsibilities:

Customer Experience & Service Coordination

• Serve as a professional and welcoming first point of contact for customers in the Service Center, creating a premium experience from the first interaction.

• Accurately identify, document, and clarify customer concerns through customer interviews, vehicle walk-arounds, and service intake processes.

• Explain service options, repair timing, cost estimates, and required work in a clear and professional manner.

• Monitor service progress and keep customers informed throughout the repair process.

• Support appointment handling, invoicing, payment processing, vehicle redelivery, and basic follow-up activities.

• Build trust and long-term customer satisfaction through consistent communication, professionalism, and attention to detail.

Technical Workshop Support & Vehicle Service

• Diagnose, repair, and maintain Lucid Battery Electric Vehicles according to Lucid quality, safety, and repair standards.

• Support complex diagnostic cases involving high-voltage systems, network communication, and vehicle system integration where certification and experience allow.

• Collaborate with technicians, service advisors, technical specialists, parts colleagues, and workshop leadership to determine appropriate repair actions and resolve service issues.

• Strictly follow safety procedures, especially when working around high-voltage systems and live vehicle systems.

• Accurately document service activities, findings, repairs, parts usage, and customer concerns in internal digital systems and DMS platforms.

• Support final quality checks and ensure vehicles are returned to customers in line with Lucid service standards.

Parts, Inventory & Logistics

• Promote, order, manage, and supply replacement parts, accessories, work materials, and special parts according to Lucid policies and service requirements.

• Maintain accurate inventory control, including regular stock counts, audits, and system updates.

• Process customer and internal parts orders efficiently and accurately.

• Prepare parts-related cost estimates and quotes based on technician and service advisor requests.

• Maintain effective communication between parts, service advisors, technicians, and management to support smooth workshop operations.

• Support improvements in parts logistics, inventory accuracy, workshop efficiency, and customer service.

Operational Excellence & Continuous Improvement

• Contribute to continuous improvement initiatives across workshop processes, technical standards, parts logistics, customer communication, and service quality.

• Support special projects including prototype, pre-production, event, show, or launch vehicles where required.

• Participate in ongoing Lucid training, including online learning and practical technical courses, to stay current with the latest tools, systems, and repair procedures.

• Demonstrate flexibility and willingness to support other locations, projects, or temporary assignments when required.

• Promote a strong team culture, sustainable mobility, customer satisfaction, safety, and premium service delivery.

Required Qualifications:

• Completed vocational training in an automotive, service, logistics, warehouse, or technical field, such as Kfz-Mechatroniker, Automobilkaufmann/-frau, Serviceberater im Autohaus, Fachkraft fuer Lagerlogistik, or equivalent relevant experience.

• Professional experience in an automotive service center, dealership, workshop, customer support, parts, logistics, or technical repair environment.

• Strong customer service mindset with clear written and verbal communication skills in German and English.

• Solid technical understanding of vehicle systems, with willingness to deepen knowledge of Battery Electric Vehicles and Lucid-specific systems.

• Strong attention to detail in documentation, inventory management, order processing, service records, and customer communication.

• Ability to multitask and work effectively in a fast-paced, premium automotive service environment.

• Proficiency in Microsoft Office and ability to learn proprietary Dealer Management System software and other internal digital systems.

• Valid Class B driver license.

• Forklift license required if the role includes full parts and warehouse handling responsibilities.

• High-voltage training or certification required where the role includes work on HV systems; advanced HV work requires the appropriate certification and authorization.

Preferred Qualifications:

• Experience with premium automotive brands or premium service environments.

• Previous experience with electric vehicles, EV service operations, or high-voltage systems.

• Familiarity with inventory management systems, ordering platforms, DMS tools, diagnostic software, and workshop systems.

• Manufacturer-level technical certifications, master technician background, or diagnostic specialist experience.

• Experience with vehicle communication systems such as CAN, LIN, or MOST, as well as chassis, brake, HVAC, thermal, or suspension systems.

• Demonstrated ability to learn quickly, adapt to new digital tools, and work effectively in innovation-driven environments.

• Strong problem-solving ability, analytical mindset, and supportive team spirit.

• Experience mentoring or supporting junior technicians is advantageous if the role includes senior technical responsibilities.

Experience:

• Minimum 3 years of relevant experience in automotive service, customer support, dealership operations, parts, logistics, or workshop environments.

• For a technically advanced version of this role, 5 to 7 years of hands-on automotive repair experience, including EV platforms, diagnostics, and complex vehicle repairs, is preferred.

• Experience with premium OEMs, EV brands, or high-quality service environments is advantageous.