Service Support Field Advisor

4 weeks ago


Seattle, Washington, United States Rivian Automotive Full time

Rivian Automotive is seeking a highly skilled Service Support Field Advisor to join our team. As a Service Support Field Advisor, you will serve as the on-site liaison between our Centralized Service Support Operations Center and on-site Service Center Operations.

The ideal candidate will have 3-5 years of experience providing outstanding customer service in the automotive or related fields, explaining and educating advanced technology, and documenting customer concerns and resolution.

You will be responsible for triaging situations, documenting vehicle concerns and symptoms, and determining the best servicing solution with a customer-first focus. You will also work closely with the Remote Diagnostic Team to create a service ticket and execute the resolution.

Able to travel to Rivian's factory for periodic support, the successful candidate will possess excellent communication skills, empathy, and a passion for Rivian and electric vehicles.

Responsibilities include:

  • Acting as the on-site liaison between the Centralized Service Support Operations Center and Service Center Front of House operations
  • Providing end-to-end point of contact for Rivian owners and fleet companies needing assistance with vehicle education, charging, and connectivity questions, and roadside or servicing/repair of their Rivian vehicle
  • Utilizing strong listening and comprehension skills to triage situations and determine the best servicing solution
  • Documenting customer concerns, determining if a quick technical solution is available, executing the resolution, and documenting
  • Creating a service ticket and working closely with the Remote Diagnostic Team to draft the vehicle repair plan
  • Activating the repair plan, ordering parts, scheduling service appointments, and alternative transportation needs, and communicating the following steps to the customer for agreement and work authorization

Benefits include robust medical/Rx, dental, and vision insurance packages for full-time employees, their spouse or domestic partner, and children up to age 26.

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


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