Diagnostic Expert

About Rivian

Rivian is a pioneering company dedicated to creating a sustainable future through innovative electric vehicles and a commitment to environmental stewardship. Our mission is to empower people to explore the world without limits, while minimizing our impact on the planet.

Job Summary

The Diagnostic Specialist role is a critical position within our team, responsible for leveraging advanced diagnostic techniques and tools to resolve complex customer concerns. As a Diagnostic Specialist, you will work closely with our Field Service Teams to provide expert support, utilizing your knowledge of integrated automotive systems, specialized diagnostic tools, and logged vehicle data review.

Responsibilities

• Provide expert diagnostic support to Field Service Teams, utilizing a combination of technical knowledge, experience with integrated automotive systems, and specialized diagnostic tools.
• Conduct hands-on low-voltage and high-voltage diagnostic support to identify and resolve complex customer concerns.
• Produce high-quality documentation in both Service Support and Engineering document systems, ensuring accurate and comprehensive records of diagnostic processes and findings.
• Communicate effectively with business partners to support Service needs, ensuring seamless collaboration and resolution of customer concerns.
• Aid Field Service in the production of pre-appointment service plans, providing advanced diagnostic support to ensure efficient and effective resolution of customer concerns.
• 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, which will 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.