Field Service Advisor - Salt Lake City, UT

Rivian•Salt Lake City, UT

About The Position

The Field Service Advisor is the central point of contact and trusted guide for Rivian owners throughout their service experience. This role requires an empathetic, organized, brand-focused person who creates positive interactions and seamless processes. The advisor translates vehicle needs into clear communication for customers and coordinates with the service production team. Candidates are assessed across a spectrum of skills, from entry-level to senior advisor; the specific level available depends on current business needs. The advisor manages the customer experience from appointment scheduling through vehicle handover, coordinates service work with internal teams and third-party vendors, and maintains accurate records and performance metrics. The position may involve interacting with customers and their families, third-party affiliates, and suppliers at Rivian facilities, on mobile service routes, or at community outreach events. It may also support new Service Center launches, training initiatives, process improvements, and warranty repairs.

Requirements

Must be at least 21 years old.
Must possess a valid driver's license and maintain a clean driving record.
Must be available for a 40-hour work week, which may include weekends, holidays, and varied shifts based on business needs.
Proficiency with laptops, computers, and modern software suites, including Windows, Google Workspace, Mac, and CRM systems.
Exceptional organizational skills, meticulous attention to detail, and a passion for creating order.
Outstanding written and verbal communication skills in English; 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.
Ability to perform physical tasks including sitting, standing, walking, bending, kneeling, carrying, reaching, pushing, pulling, and lifting up to 50 pounds; frequent use of hands for grasping tools and data entry.
Experience in a customer-facing role.
Ability to de-escalate sensitive situations and resolve customer concerns with empathy and professionalism.

Nice To Haves

High school diploma or GED is preferred.
Background in hospitality, retail, or fast-paced, system-driven restaurants.
Automotive service experience, which is not a prerequisite for entry-level roles.
Experience managing complex scheduling, billing, and work order systems.

Responsibilities

Serve as the primary point of contact for owners from initial appointment scheduling through vehicle handover.
Listen to owner concerns, document them accurately in repair orders, and set clear expectations for service visits.
Translate technical information from technicians into clear, understandable language for owners.
Proactively communicate vehicle-status updates, manage timelines, and maintain a transparent service process.
Coordinate with Parts and Production teams to align all aspects of service visits.
Prepare and explain estimates and invoices accurately and clearly.
Ensure owners feel cared for, confident in the work performed, and connected to the Rivian brand.
Maintain accurate records of customer communications and repairs in internal systems, and meet or exceed performance metrics.
Uphold Rivian standards for hospitality, presentation, and process.
Act as the on-site liaison between the centralized Service Support Operations Center and local Service Center operations.
Support new Service Center launches and setup, training initiatives, and process improvements.
Assist with warranty repairs and ensure compliance with state and federal automotive repair laws.
Manage third-party vendor relationships, document work orders, and coordinate with the production team to support seamless after-hours service completion.