Director Of Service

Lordstown Motors Corporation seeks to eliminate inefficiencies that exist in modern work by creating electric vehicles that radically improve the way work gets done. Cost effective for fleets, safer, and designed to be more productive than traditional commercial vehicles.

Culture – as a Startup, we are looking for Leaders that want to create an organization and structure where you can make an impact, have your voice heard, ambitious to step up to dynamic challenges and be accountable, for your results.

The Director of Service is the lead executive that will oversee all aspects of the Service Organization and be the business owner of Warranty, Service Training, Parts and their associated business processes.

The position reports to the Senior Vice President of Sales, Service and Marketing and is based in Farmington Hills MI. Regular travel to Irvine CA will be required (estimate 25%) where team members reside in our technical center

Supervisory Responsibilities:

• Oversees the daily workflow and schedules of team employees.
• Conducts performance evaluations that are timely and constructive.
• Sets direction and priorities of all team members

Duties/Responsibilities:

• Drive process and function into all aspects of the Service organization while interfacing with other key department functions (Sales, Marketing, Engineering, Purchasing etc.)

Hires, trains, motivates and monitors the performance of the service and parts department managers.

• Prepares and administers an annual operating budget for the service and parts departments.
• Be the lead voice of the Service Team and Service Organization
• Maintains reporting systems required by general management and the factory.
• Attends Directors meetings and other corporate meetings as required.
• Monitors the performance of the service and parts departments.
• Strives for harmony and teamwork within the departments and with all other departments.
• Understands, keeps abreast of and complies with federal, state and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know etc.
• Understands and ensures compliance with manufacturer warranty and policy procedures.
• Holds weekly department meetings.
• Establishes and maintains good working relationships with customers to encourage repeat and referral business.
• Fosters professional employee development and coordinates with department managers to determine need for advanced training.
• Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality.
• Makes customer satisfaction a department priority, ensuring that service and parts personnel are courteous and respectful in their interaction with customers.
• Handles customer complaints immediately and according to dealership's guidelines.
• Administers warranty claims, reviews warranty policy adjustments, understands and applies warranty guidelines, ensures correct processing of claims and communicates warranty information and clarifications to customers.
• Develops dealership service and parts pricing plans and recommends to dealer or general manager.
• Works with parts and service managers to find ways to improve the overall profitability of the dealership.
• Keeps abreast of new equipment and tools available and recommends purchases.
• Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities.
• Serves as liaison with factory representatives.
• Maintains safe work environment.
• Maintains a professional appearance.
• Other tasks as assigned.

Exercises good business judgement.

Required Skills/Abilities:

• Strong supervisory and leadership skills.
• Excellent analytical and problem-solving skills.
• Excellent mechanical skills.
• Excellent organizational skills and attention to detail.
• Service and/or Parts Management experience
• Ability to set and achieve targeted goals
• Proven ability to attract, develop and retain great talent
• Strong financial and business acumen and the ability to drive revenue and profitability
• Demonstrated communication and interpersonal skills
• Organization and follow-up skills
• Experience and desire to work with technology
• Ability to visually diagnose mechanical issues.
• Ability to read service and repair manuals.
• Proficient with computer diagnostic equipment and software.

Education and Experience:

Ideally the Director of Service would have experience with a major OEM or Automotive Dealer Group, or Automotive industry entity and understand the appropriate industry wide best practices and procedures for Service Operations including parts, warranty, training, and customer service.

Experience with in-shop warranty processes, Fleet Management Companies and major Automotive industry upfitters would be an advantage.

Bachelors Degree or Technical Degree/Certification

Masters Degree (preferred)

OR

Equivalent Experience

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to participate in technical training