Field Service Support Specialist

2 weeks ago

Valley Park, Missouri, United States Rivian Automotive Full time

About Rivian
Rivian is dedicated to fostering a spirit of adventure that lasts forever. This commitment extends to the emissions-free Electric Adventure Vehicles we create and the innovative, bold individuals we aim to attract. As a forward-thinking organization, we consistently challenge the status quo, exploring new possibilities and navigating uncharted territories.

Our team is composed of individuals from various backgrounds, united by a shared passion for the outdoors and a commitment to preserving it for future generations.

Role Overview
We are on the lookout for enthusiastic and skilled professionals to join our ranks as Field Service Support Specialists at Rivian.

This position serves as an ongoing opportunity, allowing us to cultivate a pool of qualified candidates for future roles.

The Field Service Support Specialists act as the crucial link between the Centralized Service Support Operations Center and the on-site Service Center Operations. They serve as the primary point of contact for Rivian owners and fleet companies requiring assistance with vehicle education, charging, connectivity inquiries, and roadside support or repairs for their Rivian vehicles.

Key Responsibilities
- Serve as the on-site connection between the centralized Service Support Operations Center and Service Center Front of House operations.
- Provide comprehensive support to Rivian owners and fleet companies regarding roadside assistance, vehicle education, charging, and maintenance.
- Engage with customers through various channels, including in-person interactions, phone calls, emails, chat, and SMS/text.
- Utilize strong listening and comprehension skills to assess situations, document vehicle concerns, and identify optimal servicing solutions, always prioritizing customer satisfaction.
- Record customer issues, determine if immediate technical solutions are available, implement resolutions, and document outcomes.
- For more complex issues, create service tickets and collaborate with the Remote Diagnostic Team to formulate a vehicle repair plan.
- Activate repair plans, order necessary parts, schedule service appointments, and arrange alternative transportation as needed, while keeping customers informed and obtaining their agreement for the next steps.

Qualifications
- Experience levels may vary based on business needs.
- A genuine enthusiasm for Rivian and electric vehicles, coupled with a rewarding approach to assisting customers.
- Empathy, sincerity, patience, and exceptional communication skills.
- Strong follow-up and probing abilities, along with effective problem-solving skills.
- Capacity to maintain composure under pressure and navigate ambiguity.
- Ability to multitask while delivering high-quality work across various streams and tools.
- Willingness to learn and adapt to new automotive technologies.
- Team-oriented mindset with a focus on achieving shared goals.
- Flexibility to work various shifts, including weekends and holidays, especially during peak periods or in response to business needs.

Equal Opportunity
Rivian is an equal opportunity employer, adhering to all applicable federal, state, and local fair employment practices laws. All qualified applicants will be considered for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information, physical or mental disability, marital status, age, military/veteran status, medical condition, or any other characteristic protected by law.

Rivian is committed to ensuring accessibility in our hiring process for individuals with disabilities. If you require accommodations to assist you in the application process, please reach out to us.

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