Field Service Technician III

4 days ago

Brooklyn, New York, United States Rivian Full time
About Rivian

Rivian is a pioneering company that's 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 Field Service Technician III will be responsible for delivering exceptional customer experiences at our service locations. The ideal candidate will possess technical acumen and excellent customer service skills.

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
  1. Initially help support pre-production vehicle builds, including assisting cross-functional teams
  2. Travel to locations to support as required until the local Service Center opens, including but not limited to, production plant
  3. Operate remotely until the local service center opens, if applicable
  4. Follow Rivian repair procedures with efficiency without compromising quality and safety
  5. Perform or assist with assigned diagnosis, repairs, installations, and inspections on vehicles
  6. Assist or support vehicle repairs in a setting outside of a service center
  7. Conduct road tests on vehicles to ensure quality of the repair
  8. Perform necessary parts operations such as parts ordering, receiving, shipping and inventory
  9. Stay up to date with technical skills and required training
  10. Support campaigns and containment initiatives
  11. Maintain and process accurate expense reporting as needed
  12. Maintain high quality work and efficiency while working with little supervision
  13. Work with a collaborative attitude and team spirit in an ever-changing, dynamic environment
  14. Provide service support to the field to support the Service organization
  15. Ability to perform duties and communicate with a high level of professionalism, in a customer-facing environment
  16. 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 preferred

5 or more years' experience in a traditional automotive repair shop preferred

Proficient in using hand tools and power tools

Proficient in navigating a laptop or computer in a windows or Mac environment

Know basics of diagnosis and workflows

Able to read electrical schematics

Limited Diagnostic exposure

Understands how high voltage and low voltage electricity works (basic electricity theory)

Able to perform tire repair and vehicle alignment

Some hybrid repair background is a plus

Can diagnose and explain basic vehicle electronic communications like the CAN Bus system

Ability to drive non-commercial truck and trailer preferred

Ability to travel up to 75% of the time, or as needed

Must possess a valid driver's license, and maintain a clean driving record

No driving-related suspensions or revocation of Driver License (within a 3-5 year period).

Parts department and billing experience preferred

Experience using a work order management system including repair documentation

Experience working in start-up environments preferred

Exhibits patience and eagerness to learn

Remains positive when dealing with difficult situations

Strong organizational and time management skills along with attention to detail

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 customers or internal partners

Ability to read and speak fluent English

Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics

Minimum age of 21

Must be available for a regular schedule of 40 hours a week, including weekends and holidays, according to business need.

Shifts may include evening, overnight, or early morning hours

Ability to properly document repairs completed and in process

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