Diagnostic Specialist
1 day ago
Rivian is a leading electric vehicle manufacturer on a mission to keep the world adventurous forever. We're seeking a skilled Diagnostic Specialist to join our team in Malvern, PA. As a Diagnostic Specialist, you will leverage your expertise in automotive diagnostics to resolve customer concerns using high-quality diagnostic processes and techniques. Your attention to detail and focus on quality will have led you to develop a deeper understanding of core systems and technologies than would be required to simply repair to the concern. You will integrate the many facets of your abilities in complex diagnostics with the connected vehicles being produced today, providing a service experience rarely found in the automotive industry. Your responsibilities will include utilizing your knowledge and training in support of the local Service team, comprising of a primary focus on upleveled diagnostic support given to both direct In-Service/Hands On diagnostics as well as pre-appointment service planning, and continues through diagnostic content collection, reporting, engaging cross-functional team responsibilities, and business partner development.
Responsibilities:
Provide diagnostic support to Field Service Teams using a combination of technical understanding specific to Rivian products, experience with integrated automotive systems, use of specialized diagnostic tools, and logged vehicle data review. Hands-on Low voltage and HV diagnostic support. Produce high-quality documentation in both Service Support and Engineering document systems. Communicate effectively with business partners in support of Service needs. Aid Field Service in the production of pre-appointment service plans where more advanced diagnostic support is needed. Evaluate and perform remote repairs to concerns that have been determined to be safe and effectively performed without local access to the vehicle. Support an industry-leading customer repair experience through integration of elevated diagnostic support in the local Service operation workspace. Work closely with customer support teams to train and empower agents in conducting live diagnostics on common vehicle issues; as well as addressing customer concerns related to expected vehicle behavior. Support systems and processes that capture feedback that will in turn aid in product quality improvements. Create a culture of collaboration with individuals, cross-functional teams, and leadership by encouraging feedback and open communication. Hours of operation are business partner focused and are expected to reflect within the current operational needs for the service location/region.
Qualifications:
8+ years of experience in the automotive industry or automotive repair, with an emphasis on mechanical, thermal, electrical, data processing, and systems integration. Fundamental working knowledge and hands-on experience diagnosing electronic concerns with and without OBD/DTC support. Fundamental knowledge and experience diagnosing CAN, LIN, and other network architectures, such as I2C and A2B. Familiarity with terminal interfaces, scripting languages, and experience reading computer code is a plus. Extensive knowledge of and experience with diagnosing and repairing mechanical and thermal systems. Ability to understand, build, and promote the benefits of utilizing structured processes. Experience with customer support or customer relations. Excellent written and oral communication skills. Experience working as, or with Business Partners, and understands the role responsibilities a Business Partner must possess. Disciplined work ethic. Self-motivated, and encouraging of others. Able to work efficiently in small groups, large groups as well as individually. Ability to work effectively under pressure or within tight time limits. Physical exertion may be required to perform occupational tasks (sitting, standing, walking, bending, kneeling, carrying, reaching, pushing, pulling, and lifting up to 50 lbs.). Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling on internal partners. Experience with logistics or parts ordering systems is a plus. Experience analyzing large data sets is encouraged. Competent computer and typing skills required. Appropriate interpersonal style and communication needed to work effectively with internal and external partners. Ability to travel as needed. Ability to support cross-functional teams both remotely and through on-site interactions. Extremely detail-oriented. International/Cross Platform/Multi-brand and EV experience recommended. Experience in a Start-up environment is a plus. A.S.E. Certifications Current (or prior) is a plus.
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