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Field Service Director

2 months ago

Dallas, Texas, United States Rivian Full time
About Rivian

Rivian is a pioneering electric vehicle manufacturer dedicated to creating sustainable and adventurous mobility solutions. Our mission is to empower individuals to explore the world while minimizing our impact on the environment.

Role Summary

The Service Operations Manager will be responsible for leading our service operations team, ensuring exceptional customer experiences, and driving business growth. This role requires a seasoned professional with a strong background in service management, leadership, and customer-centricity.

Key Responsibilities
  • Customer Service Excellence: Develop and implement strategies to deliver world-class customer service, rivaling any industry standard.
  • Financial Management: Oversee the management of a Profit and Loss statement, Work in Progress, and customer experience metrics, including Net Promoter Score.
  • Leadership and Team Management: Lead and manage local operations, fostering a servant-leadership culture, and promoting a hands-on approach.
  • Process Development and Compliance: Ensure that programs and processes are developed, assessed, communicated, and administered in compliance with Rivian's objectives.
  • Inventory Management: Manage and be accountable for high-value inventory reconciliation.
  • Collaboration and Partnership: Collaborate with Service Operations, Sales, Retail, and Delivery & Field Operations teams to drive business growth and improve field service operations.
  • Logistics and Meeting Coordination: Prioritize, plan, and coordinate logistics and meetings with internal teams and external parties.
  • Team Development and Culture: Build a strong customer-centric team of Mobile/Service Technicians, Service Advisors, and Parts Advisors, promoting a Rivian culture that is inclusive and maintains high levels of team morale.
  • Safety and Compliance: Ensure the establishment of safe service business practices and processes, following and promoting Rivian's high standards of safety, cleanliness, and organization.
  • KPI Tracking and Reporting: Develop and maintain a process to track and report on Key Performance Indicators at the Service Centers.
Qualifications
  • Education: Bachelor's degree or equivalent work experience.
  • Leadership and Management: Proven ability to have a direct impact on scalability in a complex organization, effectively manage remote service teams, and drive people performance.
  • Communication and Interpersonal Skills: Excellent verbal and written communication skills, with outstanding planning and organizational skills, a focus on operational excellence, and detail-oriented with strong analytical and interpersonal skills.
  • Technical Skills: Knowledge of automotive equipment and servicing methods, with a valid driver's license and clean driving record.
  • Automotive Experience: Automotive technical skills preferred, with experience working in start-up environments, leading automotive or high-tech team-orientated, fast-paced work environments, and understanding of problem-solving methods such as SWOT Analysis, Lean implementations, Six Sigma operational and Visual Management standards.
  • Physical Demands: Physical exertion may be required to perform occupational tasks, including sitting, standing, walking, bending, kneeling, laying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 lbs.
  • Language Skills: Strong understanding of written and spoken English.