Job Information
Rivian Field Service Launch Advisor IV Southeast in Plymouth, Michigan
About Rivian
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.
Role Summary
The Service Center Launch Advisor will be responsible for support and development of field service advisors. As a Launch Advisor, you will travel throughout North America, opening new Service Centers on a rotation during a massive growth phase and supporting existing locations as they scale.
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.
To be successful in this role, you must thrive in ambiguous and unexpected environments, tackling all challenges with a creative and flexible mindset. Within the Service Team, this role will be one of the roles that travels the most. The love and flexibility to travel and mentor are a must.
Responsibilities
Works every day to deliver a world-class customer experience
Ability to train/coach field service advisors on process and customer service
Understanding of overall shop operations and ability to partner with service teams to improve efficiency
Collaboration with Operations Managers and service advisors to understand training needs
Collaborate with cross functional teams to develop content and share feedback from the field teams
Works collaboratively with Operations teams to communicate with customers and identify solutions to reduce customer impact
Supports service centers as a service advisor as needed during high volume periods
Analyzes service lapses that result in customer impact and provide feedback and reporting as needed
Perform detailed daily record keeping and reporting
Meet requirements of the state and federal law for automobile repair and consumer protection
Contribute to a Rivian culture that is inclusive, and maintain high levels of team morale
Collaborate with Service Operations, Sales, Retail, and Delivery & Field Operations teams
Perform other service-related duties as assigned and be an advocate for our customers
Over-deliver in a team-based environment to achieve a common goal
Qualifications
Minimum of 2-3 years experience in an in high-end customer service environment
High school diploma or equivalent experience
Experience in an automotive or high-tech environment preferred
Working knowledge and experience of automotive products, repairs, and parts
Exhibits patience, empathy, attention to detail, and a passion for problem-solving
Strong written and verbal communication skills with an ability to translate customer needs
Detail-oriented with strong analytical, organizational, and interpersonal skills
Great attitude with a high-energy personality, excellent customer service skills, and able to multi-task and thrive in a fast-paced environment
Professional appearance and work ethic
Strong desire to help people and willingness to learn new and innovative automotive technologies
Perform detailed daily record keeping and reporting
Over-deliver in a team-based environment to achieve a co
