Service Support Field Advisor

3 days ago

Lake Forest, California, United States Rivian Full time
About the Role

Rivian is a leading electric vehicle manufacturer, and we're seeking a highly skilled Service Support Field Advisor to join our team. As a Service Support Field Advisor, you will be the primary point of contact for Rivian owners and fleet companies, providing exceptional customer service and support for vehicle education, charging, and connectivity questions, as well as roadside assistance and servicing/repair of Rivian vehicles.

Key Responsibilities
  • Act as the on-site liaison between the centralized Service Support Operations Center and Service Center Front of House operations.
  • Provide end-to-end support for Rivian owners and fleet companies, including vehicle education, charging, and connectivity questions, as well as roadside assistance and servicing/repair of Rivian vehicles.
  • Utilize strong listening and comprehension skills to triage situations, document vehicle concerns/symptoms, and determine the best servicing solution with a customer-first focus.
  • Document customer concerns, determine if a quick technical solution is available, execute the resolution, and document.
  • Work closely with the Remote Diagnostic Team to create a service ticket, draft the vehicle repair plan, and communicate the following steps to the customer for agreement and work authorization.
  • Able to travel to Rivian's factory for periodic support.
Requirements
  • 3-5 years of experience 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.
What We Offer

Rivian provides a competitive salary range of $37.54 per hour (actual compensation will be determined based on experience, location, and other factors permitted by law). We also offer robust medical/Rx, dental, and vision insurance packages for full-time employees, their spouse or domestic partner, and children up to age 26. Coverage is effective on the first day of employment, and Rivian covers most of the premiums.

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