Field Service Advisor IV
Posted on 3/21/2023

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.
Salt Lake City, UT, USA
Experience Level
Desired Skills
Customer Service
Customer Success & Support
  • HS Diploma or GED preferred
  • 3 - 4 years' experience in a customer facing role
  • 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
  • Strong understanding of written and spoken English
  • Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics
  • Must be at least 21 years of age
  • 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 drug or alcohol related driving incidents in the last 3 years
  • No more than 1 serious moving violation in the last 3 years
  • Must have a valid driver's license in the state of residence that you will be driving/operating a vehicle
  • Will be subject to continuous Motor Vehicle Record (MVR) monitoring
  • No driving related suspensions or revocation of Driver License (within a 3-5 year period)
  • 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
  • May perform other duties as assigned
Desired Qualifications
  • Degree or training in team leading/management is a plus