Service Production Supervisor

Rivian • Woodbury, NY

8d

About The Position

As a Service Production Supervisor, you direct the daily operations of Rivian’s service center and manage the flow of vehicles through the shop. You make real-time production decisions, coach and develop technicians, and ensure the team has the parts, tools, and information needed to work effectively. The role is responsible for delivering a seamless, efficient, high-quality service experience that gets owners back on their adventures.

You oversee service workflows and technician development, foster an inclusive and collaborative team culture, and coordinate with internal teams and vendors. You manage shop throughput, repair quality, cycle time, operational performance, safety, documentation, and customer advocacy. The role may involve interaction with customers and their 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 across 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.
• Proficiency with digital tools, including dealership management systems (DMS), repair order tracking, and diagnostic software.
• Excellent written and verbal communication skills.
• Strong organizational, prioritization, and problem-solving abilities in a fast-paced environment.
• Ability to understand written and spoken English.
• Ability to see, read, and interpret documents such as regulations, safety rules, operating and maintenance instructions, and schematics.
• Frequent use of hands for grasping tools, entering data, writing communications, or calling customers and internal partners.
• Ability to travel up to 27% as required.

Nice To Haves

• High school diploma, GED, or other recognized high school equivalency credential is preferred.

Responsibilities

• Mentor, coach, and develop technicians, including providing feedback, conducting performance reviews, identifying development needs, and providing hands-on training.
• Build an inclusive, high-performance team culture based on collaboration, trust, continuous learning, and accountability.
• Advocate for the team, address obstacles, and lead by example by supporting other roles or tasks when needed.
• Collaborate onsite with other teams, including DMO, VO, and Sales, and manage vendor relationships, including Amazon/DSP accounts.
• Support participation in team huddles and transparency around 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 from vehicle intake through final quality check, 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 and 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 on schedule.
• Analyze KPIs, including technician productivity and shop efficiency, to guide operational improvements.
• Maintain and 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 accurate documentation.
• Represent the customer’s perspective and ensure customer feedback and concerns are considered during 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
• Annual performance bonus may be available
• Equity awards may be available
• 401(k) Plan participation may be available, subject to eligibility
• Employee Stock Purchase Program participation may be available, subject to eligibility

What This Job Offers

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