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Service Support Field Advisor

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Seattle, United States Rivian Full time

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 Support Advisors are the virtual, end-to-end point of contact for Rivian owners/fleet companies needing assistance with vehicle education, charging and/or connectivity questions, roadside or servicing/repair of their Rivian vehicle. Responsibilities Act as the on-site liaison between the centralized Service Support Operations Center and Service Center Front of House operations. The Service Support Field Advisors are the on-site, end-to-end point of contact for Rivian owners/fleet companies needing roadside assistance and/or vehicle, charging, and connectivity education/repair/maintenance. Customer interaction can occur in person or through an omnichannel solution (phone calls, emails, chat, SMS/text). Utilizing strong listening/comprehension skills, you will triage the situation in person or through over-reporting methods, document vehicle concerns/symptoms, and determine the best servicing solution, all with a customer-first focus. You will document customer concerns, determine if a quick technical solution is available, execute the resolution, and document. If the issue warrants a deeper diagnosis, you will create a service ticket and work closely with the Remote Diagnostic Team, who drafts the vehicle repair plan. The Service Advisor will activate the repair plan, order parts, schedule service appointments and alternative transportation needs, and then communicate the following steps to the customer for agreement and work authorization. Able to travel to Rivian's factory for periodic support Qualifications 3-5 years of experience preferred providing outstanding customer service in the automotive or related fields, explaining/educating advanced technology, documenting customer concerns and resolution. Enthusiasm and passion for Rivian and electric vehicles. Find it rewarding to help a customer in need Empathy, sincerity, patience, and strong communication skills. Excellent follow-up and probing skills Strong problem-solving capabilities The ability to maintain composure under pressure and deal with ambiguity The ability to multi-task not only while providing exceptional quality work but while navigating multiple, different work streams and tools Willingness to learn new and innovative automotive technologies Work in a team-based environment and achieve a common goal Being a customer-facing role, you should be willing and able to work 1st, 2nd, or 3rd shift, including weekends and holidays, with additional flexibility during busier times of the year or when necessitated by business/weather conditions 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 candidateaccommodations@rivian.com. Candidate Data Privacy Rivian may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes ("Candidate Personal Data"). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law. Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian affiliates; and (iii) Rivian's service providers, including providers of background checks, staffing services, and cloud services. Rivian may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions. Please note that we are currently not accepting applications from third party application services.

3-5 years of experience preferred providing outstanding customer service in the automotive or related fields, explaining/educating advanced technology, documenting customer concerns and resolution. Enthusiasm and passion for Rivian and electric vehicles. Find it rewarding to help a customer in need Empathy, sincerity, patience, and strong communication skills. Excellent follow-up and probing skills Strong problem-solving capabilities The ability to maintain composure under pressure and deal with ambiguity The ability to multi-task not only while providing exceptional quality work but while navigating multiple, different work streams and tools Willingness to learn new and innovative automotive technologies Work in a team-based environment and achieve a common goal Being a customer-facing role, you should be willing and able to work 1st, 2nd, or 3rd shift, including weekends and holidays, with additional flexibility during busier times of the year or when necessitated by business/weather conditions

Act as the on-site liaison between the centralized Service Support Operations Center and Service Center Front of House operations. The Service Support Field Advisors are the on-site, end-to-end point of contact for Rivian owners/fleet companies needing roadside assistance and/or vehicle, charging, and connectivity education/repair/maintenance. Customer interaction can occur in person or through an omnichannel solution (phone calls, emails, chat, SMS/text). Utilizing strong listening/comprehension skills, you will triage the situation in person or through over-reporting methods, document vehicle concerns/symptoms, and determine the best servicing solution, all with a customer-first focus. You will document customer concerns, determine if a quick technical solution is available, execute the resolution, and document. If the issue warrants a deeper diagnosis, you will create a service ticket and work closely with the Remote Diagnostic Team, who drafts the vehicle repair plan. The Service Advisor will activate the repair plan, order parts, schedule service appointments and alternative transportation needs, and then communicate the following steps to the customer for agreement and work authorization. Able to travel to Rivian's factory for periodic support