Service Production Supervisor - Montgomeryville, PA
About The Position
The Service Production Supervisor directs a service center’s daily shop operations and vehicle workflow, making real-time production decisions while coaching and developing technicians. The role ensures technicians have the parts, tools, and information needed to work effectively and orchestrates an efficient, high-quality service experience. The supervisor leads and develops the team, manages performance, supports site leadership and cross-functional collaboration, and oversees service workflows and technician development. They coordinate with Parts, Service Advisors, and other support teams; prioritize and assign work according to technician skills and shop capacity; and monitor repair quality, cycle time, productivity, and shop efficiency. The role also promotes safety, organization, process improvement, accurate work-order documentation, and customer advocacy, and serves as an escalation point for technical or logistical challenges. The position is on-site in Montgomeryville, Pennsylvania. It may require up to 27% travel and regular interaction with customers and their families, third-party affiliates, and suppliers at Rivian facilities, on mobile service routes, or at community outreach events. Physical demands include sitting, standing, walking, bending, kneeling, lying, twisting, carrying, reaching, stretching, pushing, pulling, lifting up to 50 pounds, and frequent hand use.
Requirements
- At least 5 years of leadership experience in a high-volume automotive service environment, such as Shop Foreman, Production Manager, or Lead Dispatcher.
- Deep technical knowledge of modern vehicle systems, including high-voltage, electrical, mechanical, and infotainment systems.
- Experience with lean manufacturing principles or workflow optimization in a service or production setting.
- Strong proficiency with digital tools, including dealership management systems (DMS), repair order tracking, and diagnostic software.
- Excellent written and verbal communication skills.
- Strong understanding of written and spoken English.
- Ability to read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions, and schematics.
- Ability to meet the stated physical demands, including lifting up to 50 pounds and frequent use of hands.
Nice To Haves
- High school diploma, GED, or another recognized high school equivalency credential (preferred).
Responsibilities
- Mentor, coach, and inspire technicians, fostering collaboration, trust, continuous learning, and a high-performance culture.
- Manage team performance through regular feedback and performance reviews, and understand team members’ strengths and development areas.
- Promote an inclusive environment and identify talent, create development paths, and provide hands-on training.
- Advocate for the team by ensuring its needs are met, its voices are heard, and obstacles are removed.
- Lead by example and support tasks as needed to ensure collective success and service excellence.
- Collaborate on-site with other teams, including DMO, VO, and Sales, and manage vendor relationships, including Amazon/DSP accounts.
- Promote participation in huddles and transparency around performance indicators.
- Guide and develop site leadership and oversee service workflows and technician development, including the RIV EXCEL process, to support accountability and operational goals across shifts and departments.
- Manage the daily production rhythm from vehicle intake through final quality checks, maximizing throughput and efficiency.
- Prioritize and assign work according to technician skill sets and shop capacity.
- Coordinate with Parts, Service Advisors, and other support teams to prevent or resolve bottlenecks.
- Identify and implement service workflow improvements using a first-principles approach.
- Monitor repair quality and cycle time to ensure vehicles meet Rivian standards and are returned to customers on schedule.
- Analyze KPIs, including technician productivity and shop efficiency, and use the findings to improve operations.
- Enforce safety and organization standards in the workshop.
- Resolve complex technical or logistical challenges as the key escalation point.
- Review technician work-order notes for accuracy.
- Champion customer feedback and concerns throughout the service process.
Benefits
- May be eligible for annual performance bonus and equity awards.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
