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Service Support Field Advisor

2 months ago

Chicago, Illinois, United States Rivian Full time
About Rivian

Rivian is a pioneering electric vehicle manufacturer dedicated to creating a sustainable future. Our mission is to empower adventurous spirits by providing innovative, emissions-free vehicles that inspire exploration and protection of the environment.

Role Summary

The Service Support Field Advisors at Rivian serve as the primary point of contact between our Centralized Service Support Operations Center and on-site Service Center Operations. They provide exceptional customer service, addressing vehicle education, charging, and connectivity questions, as well as roadside assistance and servicing/repair needs.

Responsibilities
  • Establish a strong liaison between the centralized Service Support Operations Center and Service Center Front of House operations.
  • Act as the on-site, end-to-end point of contact for Rivian owners/fleet companies, providing assistance with vehicle education, charging, and connectivity questions, and roadside or servicing/repair of their Rivian vehicle.
  • Utilize strong listening and comprehension skills to triage situations, document vehicle concerns/symptoms, and determine the best servicing solution, prioritizing customer satisfaction.
  • Document customer concerns, determine if a quick technical solution is available, execute the resolution, and document the outcome.
  • When necessary, create a service ticket and collaborate with the Remote Diagnostic Team to develop a repair plan. Activate the plan, order parts, schedule service appointments, and arrange alternative transportation as needed, communicating the next steps to the customer for agreement and work authorization.
  • Travel to Rivian's factory for periodic support and training.
Qualifications
  • 3-5 years of experience in customer-facing roles, preferably in the automotive or related industries, with a focus on explaining and educating customers about advanced technology.
  • Passion for Rivian and electric vehicles, with a desire to help customers in need.
  • Excellent communication, empathy, and problem-solving skills, with the ability to maintain composure under pressure and navigate multiple work streams and tools.
  • Willingness to learn new and innovative automotive technologies and work collaboratively in a team-based environment to achieve common goals.
  • Flexibility to work various shifts, including weekends and holidays, with additional flexibility during peak periods or as needed.