Manager – Field Service
Posted on 2/7/2023

10,001+ employees

Electric vehicles manufacturer
Automotive & Transportation
Company Overview
Rivian is on a mission to keep the world adventurous forever. The company believes there is a more responsible way to explore the world and is determined to make the transition to sustainable transportation an exciting one. Rivian designed their emissions-free Electric Adventure Vehicles to challenge what's possible.
Normal, IL, USA
Experience Level
  • Bachelor's degree or equivalent work experience
  • Ability to have a direct impact on scalability in a complex organization
  • Effectively manage remote service teams and a driver of people performance
  • Excellent verbal and written and communication skills
  • Outstanding planning and organizational skills with a focus in operational excellence
  • Detail-oriented with strong analytical and interpersonal skills
  • Demonstrated high-level administrative experience, including advanced computer skills (Microsoft office)
  • Ability to perform duties with a high level of professionalism, flexibility, discretion, judgment, diplomacy, and tact
  • Proven ability to effectively handle and adapt to multiple priorities, organize workload, and meet deadlines
  • Knowledge of automotive equipment and servicing methods
  • Ability to drive non-commercial truck and trailer preferred
  • Must possess a valid driver's license, and maintain a clean driving record
  • Automotive Technical skills preferred
  • Able and flexible to travel as needed
  • Automotive repair knowledge preferred
  • Experience working in start-up environments preferred
  • Experience in leading automotive or high-tech team-orientated, fast-paced work environment
  • Understanding of problem-solving methods such as SWOT Analysis, Lean implementations, Six Sigma operational and Visual Management standards preferred
  • Physical exertion may be required to perform occupational tasks (sitting up to 2 or more hours at a time, 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
  • Provide the world's best of the best in customer service rivaling any industry
  • Accountable for effectively managing a P&L, Work in Progress (WIP) and customer experience measured by a Net Promoter Score (NPS)
  • Lead and manage all local operations on the ground with a servant-leadership, hands-on mindset
  • Ensure that programs and processes are developed, assessed, communicated, and administered in compliance with Rivian's objectives
  • Manage and be accountable for high value inventory reconciliation
  • Collaborate with Service Operations, Sales, Retail, and Delivery & Field Operations teams
  • Work in partnership with cross functional teams regularly on implementing and continuously improving field service operations
  • Prioritize, plan, and coordinate logistics and meetings with internal teams and external parties
  • Build a strong customer-centric team of Mobile/Service Technicians, Service Advisors, and Parts Advisors
  • Lead and take ownership of management responsibility relating to hiring, performance management, and overall employee development planning
  • Build a Rivian culture that is inclusive, and maintain high levels of team morale
  • Responsible for ensuring the establishment of safe service business practices and processes
  • Follow and promote Rivian's high standards of safety, cleanliness, and organization
  • Develop and maintain a process to track and report on KPI's at the Service Centers