Service Production Supervisor - Phoenix, AZ

Rivian • Phoenix, AZ

21h • Onsite

About The Position

The Service Production Supervisor leads the daily operations of Rivian’s service center, directing vehicle flow and making real-time production decisions. The role coaches and develops technicians, supports their performance and growth, and ensures they have the parts, tools, and information needed to work effectively. The supervisor orchestrates an efficient, high-quality service experience so customers can get their vehicles back on schedule.

The position oversees shop workflows and technician development, works across teams and with vendors, communicates performance indicators, and promotes accountability across shifts and departments. It also monitors repair quality, cycle time, productivity, and shop efficiency; maintains safety and organization standards; resolves complex technical or logistical issues; and advocates for customers throughout the service process. The role may involve interaction with customers, families, third-party affiliates, and suppliers at Rivian facilities, on mobile service routes, or at community outreach events. Up to 27% travel may be required.

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.
• Ability to communicate complex technical details clearly and actionably to different audiences.
• Ability to manage multiple priorities and details in a fast-paced environment.
• Ability to stay calm under pressure, adapt to changing conditions, and find solutions to challenges.
• Genuine interest in supporting the success, growth, and well-being of the team.
• Strong understanding of written and spoken English.
• Ability to see, read, and interpret documents such as regulations, safety rules, operating and maintenance instructions, and schematics.
• Ability to perform the physical demands of the role, including standing for up to 8 or more hours a day and lifting up to 50 lbs.

Nice To Haves

• High school diploma, GED, or other 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, performance reviews, and awareness of individual strengths and development areas.
• Foster an inclusive environment where team members feel valued, motivated, and empowered.
• Identify talent, create development paths, and provide hands-on training to improve technical capabilities.
• Advocate for the team, ensure its needs are met, and remove obstacles to its work.
• Lead by example and support roles or tasks as needed to achieve team success and service excellence.
• Collaborate on-site with DMO, VO, and Sales teams, and manage vendor relationships including Amazon/DSP accounts.
• Promote participation in huddles and transparency about performance indicators.
• Oversee service workflows and technician development, including the RIV EXCEL process, and establish accountability for operational goals across shifts and departments.
• Manage the shop’s daily production rhythm from vehicle intake through final quality check to maximize throughput and efficiency.
• Prioritize and assign work according to technician skills and shop capacity.
• Coordinate with Parts, Service Advisors, and support teams to prevent or resolve bottlenecks.
• Apply first-principles problem-solving and implement service workflow improvements.
• Monitor repair quality and cycle time to ensure vehicles meet Rivian standards and are returned on schedule.
• Analyze KPIs, including technician productivity and shop efficiency, and use them to guide operational improvements.
• 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

• Paid vacation
• Paid sick leave
• Life insurance
• Medical insurance
• Dental insurance
• Vision insurance
• Short-term disability insurance
• Long-term disability insurance
• 401(k) Plan participation, subject to eligibility requirements
• Employee Stock Purchase Program participation, subject to eligibility requirements
• Potential eligibility for an annual performance bonus and equity awards

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED