Job Information
Rivian Supervisor, Field Service Launch Central 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 Assistant Manager will be responsible for support and of initiatives to bring Rivian Service Centers to market from early planning stages through the final launch. As a New Center Launch Assistant Manager, you will travel throughout North America, upstarting new Service Centers on a rotation during a massive growth phase. In addition, you will support service centers in leadership roles as needed. This role will require high levels of energy and initiative, deep understanding of service processes, go-getter attitude, great leadership skills and cross-team collaboration. 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
Build plan, maintain timelines, and provide onsite leadership for launch of new service facilities
Lead and manage all local operations on the ground in various locations
Work in partnership with cross functional teams regularly on implementing and continuously improving field service operations
Train and manage processes for new service centers
Train new leaders in the field service organization
Manage and coach to operational execution and excellence across our Service network
Build, maintain, and communicate detailed reporting
Assist and support all aspects of the service organization
Identify roadblocks in service centers and work with cross functional partners to solve
Ensure that appropriate communications take place throughout the locations
Responsible for ensuring establishment of safe service business practices and processes
Collaborate with Service Managers to improve processes and maximize field productivity
Build and develop a high-impact team of customer-facing professionals (technicians, and service advisors), capable of supporting National service centers in a fast-paced and dynamic environment
Lead and manage the launch and field team with a hands-on mindset and servant leadership
Build and contribute to a Rivian culture that is inclusive, and maintains high levels of team morale
Demonstrated strength in collaborating with cross-functional teams and support partners to achieve organizational goals and fostering effective communication
Excellent customer-facing communication and organizational skills, with ability to build and maintain customer relationships
Proficient in managing and resolving customer escalations with professionalism, empathy, and effective communication, ensuring customer satisfaction and retention
Strong knowledge of assigned region for optimized route planning
Responsible for the operation and storage of the company vehicle pursuant to applicable company policies and as permitted by applicable law
Conduct repairs in a mobile setting, which may encompass various locations such as driveways, parking lots, and similar environments
Thorough understanding of work order administrative responsibilities including parts ordering, obtaining cu
