Rivian

United States, Washington D.C., United States

Posted on: 2022-05-12

Category: emobility

Employment type:

Full time

Experience required:

Senior

Salary

Salary not provided

Sr. Field Service Advisor

About the company:

Doing something different is never easy. It requires courage, optimism and grit. Core to our mission is building a team of adventurous individuals determined to make a positive impact on the world. This means challenging ourselves constantly. Stretching beyond the bounds of conventional thinking. Reframing old problems. Seeking new solutions. And operating comfortably in a space of uncertainty. While our backgrounds are diverse, our team shares a love of the outdoors and a desire to protect it for future generations. Do you like doing the impossible? We’d love to hear from you.

Rivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract. 

As a company, we constantly challenge what’s possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations. 

The Service Advisor will be responsible for overdelivering on the customer experience at our service locations. The ideal candidate will possess the technical acumen and the ability to provide a strong level of customer service. If you're able to think quickly on your feet, love to solve operational problems, have exceptional people skills, and have a passion for adventure, then we want you on the team. You will be front and center working with our customers every day to assist with service needs and coordinate with our Operations, Call Center, Retail, and Marketing teams.  This role will require a dynamic and resourceful leader with excellent communications skills, who will foster cross functional interaction and champion a culture of continuous improvement to support Service teams and customers within a Service center.  Experience in training, process standardization, continuous improvement, and managing escalations is a plus.

Responsibilities:

  • Train, develop, and mentor team members. Promote team member understanding of company vision and goals. Over-deliver in a team-based environment to achieve a common goal
  • Generate training tools and SOPs for new team members
  • Supervise and support Team Members and Team Leaders by empowering them to continuously improve their processes resolve problems by working collaboratively with each other
  • Teach team members and team leaders to resolve problems by working collaboratively with each other
  • Utilize a variety of training methodologies, techniques, concepts, learning tools, and practices to ensure maximum learning effectiveness
  • Assist in the development of standardized work. Read and comprehend instructions and follow established procedures.
  • Monitor and manage budget cost center for role specific expenses i.e. vehicle rentals, loaners and Goodwill
  • Lead continuous improvement activities as needed
  • Support a robust customer-centric team of Mobile/Service Technicians, Parts Advisors, and Service Manager
  • Maintain a high-quality relationship with all departments within the organization. Collaborate and maintain high-quality relationships with Service Operations, Sales, Retail, and Delivery & Field Operations teams, model cross collaboration
  • Works every day to deliver an exceptional customer experience. Encourages team members to deliver an exceptional customer experience
  • Communicate estimated completion time, regular updates, and follow through on each customer vehicle
  • Translate customer-reported service-related problems to actionable work orders for technicians to complete
  • Determine if a technical solution can be resolved over the phone; perform detailed daily record keeping in the operating system
  • Conduct payment, invoicing, and estimate transactions within the system; walk our customers through a summary of all transactions.
  • Responds thoughtfully to customer inquiries and escalated operational failures in a timely fashion.
  • Inspect vehicles before each customer delivery to ensure vehicles services and/or repairs are performed correctly
  • Administer new and used vehicle warranty repairs in accordance with manufacturer warranty guidelines
  • Analyzes service lapses that impact customer experience and work with supervisor to ameliorate
  • Meet requirements of the state and federal law for automobile repair and consumer protection
  • Read and comprehend instructions and follow established procedures. Assist in the development of standardized work
  • May perform other duties as assigned

Qualifications:

  • HS Diploma or GED
  • 5+ years’ experience in a customer facing role
  • Experience of working and managing a team in a fast-paced environment is highly favored
  • Degree or training in team leading/management is a plus
  • OR, A combination of education and experience.
  • Working knowledge in Excel, Word, PowerPoint and Outlook programs
  • Experience leading and mentoring a team of 4 or more
  • Continuous improvement process experience
  • Effective and professional oral and written communication skills with an ability to translate customer needs
  • Demonstrated problem solving skills
  • Strong team orientation
  • Organizational and time management skills. Ability to meet deadlines and stay within budget
  • Ability to set tasks and responsibilities
  • Quick and appropriate decision-making abilities
  • Product and industry knowledge, Automotive experience preferred
  • Remains flexible and responsive to changing conditions. Exhibits patience, empathy, attention to detail, and a passion for problem-solving
  • Great attitude with a high-energy personality, excellent customer service skills, and able to multi-task and thrive in a fast-paced environment
  • Basic mathematics skills to prepare and transact estimates and payments
  • Ability to lift up to 50 lbs. and work in a standing position for extended periods of time
  • Must be at least 18 years of age
  • Must be available for a regular schedule of 40 hours a week, including weekends and holidays, according to business need. Shifts may include evening, overnight, or early morning hours
  • Fully vaccinated against COVID-19 virus (proof required)

Equal Opportunity

Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law.

Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at [email protected].

Privacy

We take your privacy seriously. For details please see our Candidate Privacy Notice.

 

Please note that we are currently not accepting applications from third party application services.