Field Service Advisor IV
Posted on 3/30/2023
INACTIVE
Electric vehicle manufacturer focused on sustainability
Company Overview
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.
Automotive & Transportation
Hardware
Company Stage
N/A
Total Funding
$25.3B
Founded
2009
Headquarters
Irvine, California
Growth & Insights
Headcount
6 month growth
↑ 8%1 year growth
↑ 7%2 year growth
↑ 20%Locations
Madison Heights, MI, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Sales
Communications
Management
Customer Service
Requirements
- 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
- 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)
Responsibilities
- 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