Full-Time
Sr. Field Service Advisor
Electric vehicle manufacturer focused on sustainability
Senior
St. Louis, MO, USA
- HS Diploma or GED preferred
- 5+ years' experience in a customer facing role
- Experience of working and managing a team in a fast-paced environment is highly favored
- OR, A combination of education and experience
- Working knowledge in Excel, Word, PowerPoint and Outlook programs
- Experience leading and mentoring a team of 4 or more
- Continuous improvement process experience
- Effective and professional oral and written communication skills with an ability to translate customer needs
- Demonstrated problem solving skills
- Strong team orientation
- Organizational and time management skills. Ability to meet deadlines and stay within budget
- Ability to set tasks and responsibilities
- Quick and appropriate decision-making abilities
- Product and industry knowledge, Automotive experience preferred
- 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)
- Train, develop, and mentor team members. Promote team member understanding of company vision and goals. Over-deliver in a team-based environment to achieve a common goal
- Generate training tools and SOPs for new team members
- Supervise and support Team Members and Team Leaders by empowering them to continuously improve their processes resolve problems by working collaboratively with each other
- Teach team members and team leaders to resolve problems by working collaboratively with each other
- Utilize a variety of training methodologies, techniques, concepts, learning tools, and practices to ensure maximum learning effectiveness
- Assist in the development of standardized work. Read and comprehend instructions and follow established procedures
- Monitor and manage budget cost center for role specific expenses i.e. vehicle rentals, loaners and Goodwill
- Lead continuous improvement activities as needed
- 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
- Inspect vehicles before each customer delivery to ensure vehicles services and/or repairs are performed correctly
- 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
- May perform other duties as assigned
- Degree or training in team leading/management is a plus
Rivian fosters a culture of courage, optimism, and grit, attracting a diverse team of adventurous individuals committed to making a positive global impact. The company's competitive advantage lies in its meticulous attention to vehicle capability, considering factors like tires, drive modes, and HVAC settings to optimize performance. As a leader in the automotive industry, Rivian's dedication to environmental sustainability and technical precision sets it apart from competitors.
Company Stage
N/A
Total Funding
$25.3B
Headquarters
Irvine, California
Founded
2009
6 month growth
↑ 13%1 year growth
↑ 12%2 year growth
↑ 23%Benefits
Ownership for All: We offer every employee the opportunity to own Rivian stock through equity programs, supporting their financial wellness.
Mental and Emotional Wellness: We provide employees and their families access to mental wellness platforms and our Employees Assistance Program
Fertility and Family Planning: We support diverse family-building journeys, providing employees with benefits such as paid parental leave and financial support for adoption, fertility treatments or surrogacy.
Competitive Compensation: We offer competitive compensation packages driven by mutual investment in our long-term growth and success.
Career Development: We enable all employees to own their development. Continuous learning opportunities and tuition reimbursement help drive performance, boost engagement and develop future leaders.
Transgender Benefits: In alignment with WPATH guidelines, our 2022 plans provide coverage toward medical, pharmacy and cosmetic needs.