Lead Field Specialist

Customer experience is at the forefront of how we create intuitive, innovative, and beautiful memories that our customers will love. This role requires a high level of energy, initiative, and deep understanding of the customer journey. To be successful in this role, you must have a customer-first approach, thrive in ambiguous and unexpected environments, tackling all challenges with a creative and flexible mindset. We’re looking for someone who loves people and is excited to take every opportunity to overdeliver when it comes to delighting and interacting with our Rivian customers. 

Responsibilities 

• Engage with Rivian customers and identify the unique needs to create an individualized experience including demonstration drives and customer deliveries.  
• Support new and existing customers as a Rivian product expert. 
• Willing and able to operate Department of Transportation compliance for flatbed operations. 
• Conduct required compliance audits inspections, track your Hours of Service, and follow all FMCSA/DOT regulations related to DOT regulations  
• Execute local registration documents with customers during delivery 
• Responsible for transporting vehicles in various weather elements  
• Be resourceful, explore your curiosity, and ask questions to seek customer centric solutions to problems. 
• Work closely with internal service center cross functional partners to ensure vehicle standards and operational processes 
• Additional responsibilities as requested from the business  

Skills/Competencies 

• Customer focused mindset 
• Empowered self-starter who can process and execute on complex information potentially in high stress environments including regulatory checks 
• Collaborates and communicates effectively and persuasively  
• Proficiency with computers and software including Microsoft Office, and ability to effectively navigate internal business platforms 
• Ability to multitask and manage competing priorities 
• Adaptable to a fast paced and changing environment  

Requirements 

• 3+ years’ experience in customer service; previous EV experience a plus 
• At least 21 years of age 
• High School Diploma or GED required 
• Must have a valid driver’s license in the state of residence that you will be driving/operating a vehicle 
• No drug or alcohol related driving incidents in the last 3 years; Must pass Department of Transportation (DOT) Physical and Drug Test; No more than 1 serious moving violation in the last 3 years 
• Ability to pass a driving test post hire and be subject to continuous Motor Vehicle Record (MVR) monitoring 
• Commercial driving experience preferred; Commercial Driver’s License (CDL) not required 
• Ability to complete driver training/car-hauling training and a road test within the first 30 days of employment which may include winching (training provided) 
• Ability to obtain and maintain local sales licenses if applicable in your state 
• Must have or be eligible to obtain a notary license (Within the first 90 days of employment) in the state of your assigned work location if applicable in your state 
• Ability to work a flexible schedule to support customers on nights, weekends and/or holidays; Ability and willingness to travel based on business needs to support other market launches and operations 
• Willingness to work in various working conditions including being in an active service center or unpredictable weather conditions 
• 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