Customer Experience Representative III

5 days ago

Denver, Colorado, United States Rivian Full time
About Rivian

Rivian is a pioneering company dedicated to creating emissions-free Electric Adventure Vehicles. We're committed to attracting individuals who share our passion for 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 expertise and excellent communication skills. If you're able to think on your feet, have a go-getter attitude, and a passion for adventure, we want you to join our team.

This role requires a dynamic and resourceful leader with excellent oral and written communication skills. You'll work closely with internal partners to assist with service needs and coordinate with our Service, Vehicle, and Delivery Operations, and Field Service Engineer teams. To be successful, you must have a customer-first approach, thrive in ambiguous environments, and tackle challenges with a creative and flexible mindset.

Responsibilities
  1. Support pre-production vehicle builds, including assisting cross-functional teams.
  2. Travel to locations to support as required until the local Service Center opens.
  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
  1. High School Diploma or GED preferred.
  2. Graduated from an accredited automotive repair school preferred.
  3. 5 or more years of experience in a traditional automotive repair shop preferred.
  4. Proficient in using hand tools and power tools.
  5. Proficient in navigating a laptop or computer in a Windows or Mac environment.
  6. Know basics of diagnosis and workflows.
  7. Able to read electrical schematics.
  8. Limited Diagnostic exposure.
  9. Understands how high voltage and low voltage electricity works (basic electricity theory).
  10. Able to perform tire repair and vehicle alignment.
  11. Some hybrid repair background is a plus.
  12. Can diagnose and explain basic vehicle electronic communications like the CAN Bus system.
  13. Ability to drive a non-commercial truck and trailer preferred.
  14. Ability to travel up to 75% of the time, or as needed.
  15. Must possess a valid driver's license, and maintain a clean driving record.
  16. No driving-related suspensions or revocation of Driver License (within a 3-5 year period).
  17. Parts department and billing experience preferred.
  18. Experience using a work order management system, including repair documentation.
  19. Experience working in start-up environments preferred.
  20. Exhibits patience and eagerness to learn.
  21. Remains positive when dealing with difficult situations.
  22. Strong organizational and time management skills, along with attention to detail.
  23. Physical exertion may be required to perform occupational tasks (sitting, standing, walking, bending, kneeling, carrying, reaching, pushing, pulling, and lifting up to 50 lbs.).
  24. Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners.
  25. Ability to read and speak fluent English.
  26. Ability to see, read, and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions, or schematics.
  27. Minimum age of 21.
  28. Must be available for a regular schedule of 40 hours a week, including weekends and holidays, according to business need.
  29. Ability to properly document repairs completed and in process.
Company Statements

Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.

All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law.

Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at

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