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Sr. Field Service Technician

3 months ago

Clyde Hill, United States Rivian Automotive 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 Sr. Field Service Technician will be responsible for overdelivering on the internal and external 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, have a go-getter attitude, possess great communication skills, and have a passion for adventure, then we want you on the team. You will be working with our internal partners every day to assist with service needs and coordinate with our Service, Vehicle and Delivery Operations, and Field Service Engineer teams. This role will require a dynamic and resourceful leader with excellent oral and written 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. To be successful in this role, you must have a customer-first approach, thrive in ambiguous and unexpected environments, tackling all challenges with a creative and flexible mindset. Experience in automotive, process standardization, continuous improvement, and managing escalations is a plus. Responsibilities Initially help support pre-production vehicle builds, including assisting cross functional teams Travel to locations to support as required until the local Service Center opens, including but not limited to, production plant Operate remotely until the local service center opens, if applicable Follow Rivian repair procedures with efficiency without compromising quality and safety Perform diagnosis, repairs, installations, and inspections on vehicles Leverages strong understanding of schematics and diagrams to diagnose and resolve repair issues accurately and appropriately Perform vehicle repairs in a setting outside of a service center Conduct road tests on vehicles to ensure quality of the repair Perform necessary parts operations such as parts ordering, receiving, shipping and inventory Utilizes deep understanding of parts department process to ensure quality standards are met Stay up to date with technical skills and required training Support campaigns and containment initiatives Demonstrates high-level administrative experience through the use of Microsoft Office tools Maintain high quality work and efficiency while working with little supervision Work with a collaborative attitude and team spirit in an ever-changing, dynamic environment Provide service support to the field to support the Service organization Ability to perform duties and communicate with a high level of professionalism, in a customer-facing environment Support, Coach and Mentor other technicians as assigned Additional plant support, including travel, may be required depending on business need Qualifications HS Diploma or GED preferred Graduated from an accredited automotive repair school or equivalent vocation program preferred Extensive experience in HV diagnostic work 10 or more years' experience working on vehicle high voltage systems preferred Understands HVIL (High-Voltage Interlock) and the high voltage architecture Minimum 3 years' experience as a shop foreman, team lead, shop supervisor or trainer preferred Excellent written and oral communication Ability to root-cause problems and find o