Role Summary

In this position you will support regional collision repair strategy working directly with the Regional Manager and responsible for ensuring great customer satisfaction at our Certified Collision & Fleet Center locations. This role will require the establishment of exacting standards of performance and operational excellence, as well as support of regional on-ground operations. It will require close attention to vendor management, risk evaluation and mitigation. The Sr. Regional Technical Support Specialist, Midwest Region, will work out in the field with designated 3rd Party Collision Centers, and travel throughout the region. Our ideal candidate would have proven success in collaborating with high impact teams across a regional setting.  

This role will also require exceptional cross functional interaction across multiple teams within Rivian as well as external 3rd party collision centers. A dynamic and resourceful leader with great communications skills, experienced in analytical approach to problem solving, continuous improvement and organization. Demonstrated leadership in the region for day-to-day management of an OEM (Original Equipment Manufacturer) managed collision network of high performing 3rd party collision centers in a dynamic environment. This role will require extensive traveling, operational excellence, creativity, and superb communications skills – always bridging the gap between their Certified Collision and Fleet Centers in the field, the local Rivian Service Center and HQ based teams for the purpose of training, operational consistency, and continuous improvement. 

Responsibilities

• Recruit, develop and support a network of 3rd party collision centers in your specified region 
• Support all 3rd party collision and fleet centers in your region with all technical or operational needs 
• Execute on deliverables, milestone reports, open action items, risks, and mitigation plans  
• Point of contact for customer escalations in your specified region 
• Lead and drive quality and continuous improvement in your region to deliver on all key performance indicators 
• Collaborate alongside your regional manager to handle any challenges that arise during collision repairs of Rivian customer vehicles 
• Manage operational excellence and ensure brand standards are met at 3rd party collision centers in accordance with Rivian Certified Collision Network Standards 
• Responsible for operational excellence in the region  
• Drive success for the entire Certified Collision Network by providing feedback to the corporate Network Team on what needs improvement in the field 
• Manage complex field challenges and collaborate with Network and Service Engineering Teams  
• Analyze the business, create, and communicate clear action plans that optimize results in collaboration with the Regional Manager 
• Responsible for supporting everything collision related in your responsible region  

Qualifications

• 5+ years of experience in automotive collision repair, OEM, and/or technical field, with emphasis in engineering, quality, service, operations, and supply chain  
• Bachelor’s Degree or equivalent collision field experience 
• Experience in supporting teams in an automotive or high-tech environment  
• Proven success in driving performance requirements in a complex environment  
• Must possess a valid driver’s license, with a clean driving record 
• Experience managing multiple projects across varying geographic locations simultaneously  
• Broad experience defining, launching, and driving strategic process redesign initiatives to improve internal and external processes and operations, working closely with cross-functional teams and stakeholders in a technology environment 
• Process creation experience 
• Appropriate interpersonal styles and communication methods to work effectively with internal and external partners  
• Experience in a startup environment and scaling teams from a blank slate is a plus  
• Strong written and communications skills  
• High attention to detail 
• Travel 50-75% of the time  
• Must reside in the Midwest and/or a Central Timezone
• Must possess or obtain a U.S. Passport
• Ability to stand or sit for 8-10 hours per day
• Required to walks, climb or balance, and stoop, kneel, or crouch
• Required to communicate via phone and/or e-mail
• Ability to view, read, and interpret documents and maintenance instructions
• Ability to lift and carry at least 40 lbs
• Ability to perform all duties in a working environment that may contain dust, high noise levels, hot and cold weather

Salary Range for Colorado Based Applicants: $114,000 to $132,000 (actual compensation will be determined based on experience, location, and other factors permitted by law).

Benefits Summary: Rivian provides robust medical/Rx, dental and vision insurance packages for full-time employees, their spouse or domestic partner, and children up to age 26. Coverage is effective on the first day of employment, and Rivian covers most of the premiums.