Field Service Advisor IV

Rivian • Melrose Park, IL

436d

About The Position

The Field Service Advisor IV at Rivian is responsible for enhancing the customer experience at service locations. This role requires a blend of technical knowledge and exceptional customer service skills, as the advisor will interact directly with customers to address their service needs. The ideal candidate will be a dynamic leader who fosters collaboration across various teams and champions continuous improvement within the service center.

Requirements

• High School Diploma or GED preferred.
• 3-4 years' experience in a customer-facing role.
• Degree or training in team leading/management is a plus.
• Experience 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 is essential.
• Very strong written and verbal communication skills.
• Organizational and time management skills are necessary.
• Ability to remain flexible and responsive to changing conditions.
• Exhibit patience, empathy, attention to detail, and a passion for problem-solving.
• Basic mathematics skills for preparing and transacting estimates and payments.

Nice To Haves

• Experience in training, process standardization, and managing escalations is a plus.

Responsibilities

• Actively supports management in planning and executing the launch of Service centers by advising on best practices.
• Supports planning, control, training, coordination, and technical support within the assigned team.
• Assist in generating training tools and SOPs for new team members.
• Utilize various training methodologies to ensure maximum learning effectiveness.
• Support a customer-centric team of Mobile/Service Technicians, Parts Advisors, and Service Manager.
• Maintain high-quality relationships with all departments within the organization.
• Collaborate with Service Operations, Sales, Retail, and Delivery & Field Operations teams.
• Deliver an exceptional customer experience and encourage team members to do the same.
• Communicate estimated completion times and provide regular updates to customers.
• Translate customer-reported service-related problems into actionable work orders for technicians.
• Determine if technical solutions can be resolved over the phone and maintain detailed records.
• Conduct payment, invoicing, and estimate transactions within the system.
• Respond thoughtfully to customer inquiries and escalated operational failures.
• Apply problem-solving skills to maintain high standards of quality for customers.
• Inspect vehicles before customer delivery to ensure services and repairs are performed correctly.
• Lead continuous improvement activities as needed.
• Administer new and used vehicle warranty repairs according to manufacturer guidelines.
• Analyze service lapses impacting customer experience and work with supervisors to improve them.

Benefits

• Equal Opportunity Employer
• Accessible hiring process for persons with disabilities

What This Job Offers

• Job Type: Full-time
• Industry: Transportation Equipment Manufacturing
• Education Level: High school or GED