Field Service Advisor

About Rivian Rivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract. As a company, we constantly challenge what’s possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations. Role Summary The Service Advisor will be responsible for overdelivering on the customer experience at our service locations. The ideal candidate will possess the technical acumen and the ability to provide a strong level of customer service. If you're able to think quickly on your feet, love to solve operational problems, have exceptional people skills, and have a passion for adventure, then we want you on the team. You will be front and center working with our customers every day to assist with service needs and coordinate with our Operations, Call Center, Retail, and Marketing teams. This role will require a dynamic and resourceful leader with excellent communications skills, who will foster cross functional interaction and champion a culture of continuous improvement to support Service teams and customers within a Service center. Experience in training, process standardization, continuous improvement, and managing escalations is a plus. Responsibilities Actively supports management in the planning and execution of the launch of Service centers by advising on best practices, providing subject matter expertise Supports planning, control, training, coordination, and technical support within assigned team in a role specific administrative function Assist in generating training tools and SOPs for new team members Utilize a variety of training methodologies, techniques, concepts, learning tools, and practices to ensure maximum learning effectiveness Support a robust customer-centric team of Mobile/Service Technicians, Parts Advisors, and Service Manager Maintain a high-quality relationship with all departments within the organization. Collaborate and maintain high-quality relationships with Service Operations, Sales, Retail, and Delivery & Field Operations teams; model cross collaboration Works every day to deliver an exceptional customer experience. Encourages team members to deliver an exceptional customer experience Communicate estimated completion time, regular updates, and follow through on each customer vehicle Translate customer-reported service-related problems to actionable work orders for technicians to complete Determine if a technical solution can be resolved over the phone; perform detailed daily record keeping in the operating system Conduct payment, invoicing, and estimate transactions within the system; walk our customers through a summary of all transactions. Responds thoughtfully to customer inquiries and escalated operational failures in a timely fashion. Apply sound problem-solving skills in order to maintain a high standard of quality to our customers Inspect vehicles before each customer delivery to ensure vehicles services and/or repairs are performed correctly Lead continuous improvement activities as needed Administer new and used vehicle warranty repairs in accordance with manufacturer warranty guidelines Analyzes service lapses that impact customer experience and work with supervisor to ameliorate Meet requirements of the state and federal law for automobile repair and consumer protection Read and comprehend instructions and follow established procedures. Assist in the development of standardized work This role may require regular interaction with customers and their families, 3rd party affiliates, and suppliers within Rivian facilities, on mobile service routes, or at community outreach events May perform other duties as assigned Qualifications High School Diploma, GED, or other recognized high school equivalency credential preferred 3 - 4 years’ experience in a customer facing role Degree or training in team leading/management is a plus Experience of working and managing a team in a fast-paced environment is highly favored Experience leading or mentoring teams of 4 or more Product and industry knowledge Very strong written and verbal communication skills, with an ability to translate customer needs Organizational and time management skills. Remains flexible and responsive to changing conditions. Exhibits patience, empathy, attention to detail, and a passion for problem-solving Great attitude with a high-energy personality, excellent customer service skills, and able to multi-task and thrive in a fast-paced environment Basic mathematics skills to prepare and transact estimates and payments Physical exertion may be required to perform occupational tasks (sitting or standing for up to 8 or more hours a day, walking, bending, kneeling, laying, twisting, carrying, reaching, stretching, 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 customers or internal partners Ability to read and speak fluent English Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics. Minimum age of 21 Must be available for a regular schedule of 40 hours a week, including weekends and holidays, according to business need. Shifts may include evening, overnight, or early morning hours No driving related suspensions or revocation of Driver License (within a 3-5year period) Pay Disclosure The hourly range for this role is CAD 25.96 - CAD 35.67 for Laval based applicants. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee’s position within the salary range will be based on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, experience, skills, geographic location, shift, and organizational needs. The successful candidate may be eligible for annual performance bonus. We offer a comprehensive package of benefits including but not limited to paid vacation, paid sick leave, and a competitive portfolio of insurance benefits including life, medical, dental, vision, short-term disability insurance, and long-term disability insurance to eligible employees. You may also have the opportunity to participate in Rivian’s Employee Stock Purchase Program if you meet certain eligibility requirements. More information about benefits is available at https://www.rivianbenefits.com/ca/. You can apply for this role through careers.rivian.com (or through internal-careers-rivian.icims.com if you are a current employee). There is no fixed deadline for this application; applications are accepted on an ongoing basis until the role is filled or the opening is no longer needed. La fourchette salariale horaire pour ce poste est de 25.96 $ CA à 35.67 $ CA pour les candidats basés à Vancouver ou Richmond. Il s'agit du salaire minimum et maximum que nous estimons, en toute bonne foi, être prêts à offrir pour ce poste au moment de la publication de cette offre. Le niveau de rémunération d'un employé dans cette fourchette dépendra de plusieurs facteurs, notamment les compétences spécifiques, la formation pertinente, les qualifications, les certifications, l'expérience, le lieu de travail, les horaires et les besoins de l'entreprise. Le candidat retenu pourrait être admissible à une prime de rendement annuelle. Nous offrons un ensemble complet d'avantages sociaux, notamment des congés payés, des congés de maladie payés et une gamme d'assurances concurrentielles comprenant l'assurance vie, l'assurance médicale, l'assurance dentaire, l'assurance optique, l'assurance invalidité de courte et de longue durée pour les employés admissibles. Vous pourriez également avoir la possibilité de participer au programme d'achat d'actions des employés de Rivian si vous répondez à certains critères d'admissibilité. Pour de plus amples renseignements sur les avantages sociaux, veuillez consulter le site Web suivant : https://www.rivianbenefits.com/ca/. Vous pouvez postuler à ce poste via careers.rivian.com (ou via internal-careers-rivian.icims.com si vous êtes déjà employé(e)). Il n'y a pas de date limite pour postuler ; les demandes sont acceptées en continu jusqu'à ce que le poste soit pourvu ou que l'offre ne soit plus nécessaire. Equal Opportunity 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 [email protected]. Candidate Data Privacy and Technology Rivian may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes (“Candidate Personal Data”). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law. Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian affiliates; and (iii) Rivian’s service providers, including providers of background checks, staffing services, and cloud services. Rivian may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions. How We Use AI in Our Hiring Process: To ensure transparency, we want candidates to know that Rivian uses iCIMS Talent Cloud Artificial Intelligence (TCAI) and AI-enabled tools to assist with screening, reviewing, organizing and highlighting profiles and applications that match the key requirements for each role. AI does not make hiring decisions: Qualified candidate applications are reviewed by a member of our team, and all decisions throughout the process are made by humans. We use AI to support efficiency and consistency, not to replace human judgment. We are committed to a fair, thoughtful, and equitable experience for every candidate. Participation in AI profile matching is entirely voluntary. If you prefer that your profile not be used in this process, you can opt out at any time. Opting out means your profile will be excluded from automated matching and will not be surfaced for additional roles through this system. Your current application remains active and will not be affected in any way. Please note that we are currently not accepting applications from third party application services.
Actively supports management in the planning and execution of the launch of Service centers by advising on best practices, providing subject matter expertise Supports planning, control, training, coordination, and technical support within assigned team in a role specific administrative function Assist in generating training tools and SOPs for new team members Utilize a variety of training methodologies, techniques, concepts, learning tools, and practices to ensure maximum learning effectiveness Support a robust customer-centric team of Mobile/Service Technicians, Parts Advisors, and Service Manager Maintain a high-quality relationship with all departments within the organization. Collaborate and maintain high-quality relationships with Service Operations, Sales, Retail, and Delivery & Field Operations teams; model cross collaboration Works every day to deliver an exceptional customer experience. Encourages team members to deliver an exceptional customer experience Communicate estimated completion time, regular updates, and follow through on each customer vehicle Translate customer-reported service-related problems to actionable work orders for technicians to complete Determine if a technical solution can be resolved over the phone; perform detailed daily record keeping in the operating system Conduct payment, invoicing, and estimate transactions within the system; walk our customers through a summary of all transactions. Responds thoughtfully to customer inquiries and escalated operational failures in a timely fashion. Apply sound problem-solving skills in order to maintain a high standard of quality to our customers Inspect vehicles before each customer delivery to ensure vehicles services and/or repairs are performed correctly Lead continuous improvement activities as needed Administer new and used vehicle warranty repairs in accordance with manufacturer warranty guidelines Analyzes service lapses that impact customer experience and work with supervisor to ameliorate Meet requirements of the state and federal law for automobile repair and consumer protection Read and comprehend instructions and follow established procedures. Assist in the development of standardized work This role may require regular interaction with customers and their families, 3rd party affiliates, and suppliers within Rivian facilities, on mobile service routes, or at community outreach events May perform other duties as assigned
High School Diploma, GED, or other recognized high school equivalency credential preferred 3 - 4 years’ experience in a customer facing role Degree or training in team leading/management is a plus Experience of working and managing a team in a fast-paced environment is highly favored Experience leading or mentoring teams of 4 or more Product and industry knowledge Very strong written and verbal communication skills, with an ability to translate customer needs Organizational and time management skills. Remains flexible and responsive to changing conditions. Exhibits patience, empathy, attention to detail, and a passion for problem-solving Great attitude with a high-energy personality, excellent customer service skills, and able to multi-task and thrive in a fast-paced environment Basic mathematics skills to prepare and transact estimates and payments Physical exertion may be required to perform occupational tasks (sitting or standing for up to 8 or more hours a day, walking, bending, kneeling, laying, twisting, carrying, reaching, stretching, 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 customers or internal partners Ability to read and speak fluent English Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics. Minimum age of 21 Must be available for a regular schedule of 40 hours a week, including weekends and holidays, according to business need. Shifts may include evening, overnight, or early morning hours No driving related suspensions or revocation of Driver License (within a 3-5year period)