Full-Time
Field Service Advisor III
Electric vehicle manufacturer focused on sustainability
Junior, Mid
Gaithersburg, MD, USA
- HS Diploma or GED preferred
- 2 - 3 years' experience in a customer facing role or similar in the Automotive industry (Automotive experience preferred but not required)
- OR, a combination of education and experience
- Very strong communication skills
- Remains flexible and responsive to changing conditions. Exhibits patience, empathy, attention to detail, and a passion for problem-solving
- Organizational and time management skills
- Great attitude with a high-energy personality, excellent customer service skills, and able to multi-task and thrive in a fast-paced environment
- Strong written and verbal communication skills with an ability to translate customer needs
- 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)
- Promote team member understanding of company vision and goals
- Actively supports management in the planning and execution of the launch of Service centers
- Utilize a variety of training methodologies, techniques, concepts, learning tools, and practices to ensure learning effectiveness
- Encourages team members to deliver a top-notch customer experience. Works every day to deliver an exceptional customer experience
- Answer phone calls, emails, and drive-ins to address any customer concern with the highest level of response and attention
- 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
- 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
- Communicate estimated completion time, regular updates, and follow through on each customer vehicle
- Inspect vehicles before each customer delivery to ensure vehicles services and/or repairs are performed correctly
- Coordinate and communicate the details of every vehicle with each customer prior to delivery
- Analyzes service lapses that impact customer experience and work with supervisor to ameliorate
- Administer new and used vehicle warranty repairs in accordance with manufacturer warranty guidelines
- Meet requirements of the state and federal law for automobile repair and consumer protection
- Lead continuous improvement activities as needed
- Read and comprehend instructions and follow established procedures. Assist in the development of standardized work
- Communicate best practices, problem resolution and performance data to Supervisor and boundary partners as needed
- Maintain a high-quality relationship with all departments within the organization
- Support and participate in initial Launch activities for setting up SC locations and model change activities
- May perform other duties as assigned
- Experience in training, process standardization, continuous improvement, and managing escalations 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.