Manager, Field Service - Eagan, MN

VetJobs•Eagan, MN

1d•$102,300 - $135,500•Onsite

About The Position

The Service Operations Manager is an experienced, energetic and self-directed leader with a deep understanding of service processes. The role requires strong leadership and cross-team collaboration, a customer-first approach, and the ability to navigate ambiguity and unexpected challenges with creativity and flexibility. The manager leads local field service operations and is accountable for operational and financial performance, customer experience, employee development, safety, and continuous improvement. The position is based in Eagan, Minnesota, and is described as on-site unless otherwise stated.

Requirements

Bachelor’s degree or equivalent work experience.
Ability to directly contribute to scalability in a complex organization.
Ability to manage remote service teams effectively and drive people performance.
Excellent verbal and written communication skills.
Outstanding planning and organizational skills, with a focus on operational excellence.
Detail-oriented, with strong analytical and interpersonal skills.
High-level administrative experience, including advanced Microsoft Office skills.
Ability to perform duties with professionalism, flexibility, discretion, judgment, diplomacy, and tact.
Ability to adapt to multiple priorities, organize workload, and meet deadlines.
Knowledge of automotive equipment and servicing methods.
Valid driver's license and a clean driving record.
Ability and flexibility to travel as needed.
Strong understanding of written and spoken English.
Ability to see, read, and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions, or schematics.

Nice To Haves

Automotive technical skills.
Automotive repair knowledge.
Experience working in startup environments.
Experience leading teams in automotive or high-tech, team-oriented, fast-paced work environments.
Understanding of problem-solving methods such as SWOT Analysis, Lean implementations, Six Sigma operational standards, and Visual Management standards.

Responsibilities

Manage the P&L, Work in Progress (WIP), and customer experience as measured by Net Promoter Score (NPS).
Lead and manage local operations with a hands-on, servant-leadership approach.
Ensure programs and processes are developed, assessed, communicated, and administered in compliance with Rivian's objectives.
Manage and reconcile high-value inventory.
Collaborate with Service Operations, Sales, Retail, and Delivery & Field Operations teams.
Partner regularly with cross-functional teams to implement and continuously improve field service operations.
Prioritize, plan, and coordinate logistics and meetings with internal teams and external parties.
Build a customer-centric team of Mobile/Service Technicians, Service Advisors, and Parts Advisors.
Lead hiring, performance management, and employee development planning.
Build an inclusive Rivian culture and maintain high team morale.
Establish safe service business practices and processes.
Promote Rivian's standards for safety, cleanliness, and organization.
Develop and maintain processes for tracking and reporting Service Center KPIs.
Guide and develop site leadership, including through the RIV EXCEL process, and establish accountability for operational goals across shifts and departments.
Interact as needed with customers and their families, third-party affiliates, and suppliers at Rivian facilities, on mobile service routes, or at community outreach events.