Service Production Supervisor - Glen Burnie, MD

Rivian•Glen Burnie, MD

6d•Onsite

About The Position

Rivian is hiring a Service Production Supervisor to oversee daily service center operations in Glen Burnie, Maryland. The supervisor directs vehicle flow through the shop, makes real-time production decisions, and coaches technicians to support their growth and performance. The role ensures technicians have the parts, tools, and information needed to work effectively, with the goal of delivering a seamless, efficient, high-quality service experience. The position owns the shop’s daily production rhythm, coordinates with Parts, Service Advisors, and other support teams, and monitors quality, cycle time, productivity, and shop efficiency. It also supports a safe, organized workshop, resolves complex technical or logistical challenges, and advocates for customers and technicians. The role includes collaboration with other teams, vendor relationship management, and may require up to 27% travel and regular interaction with customers, affiliates, and suppliers.

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.
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 see, read, and interpret documents such as regulations, safety rules, operating and maintenance instructions, and schematics.
Ability to perform the physical demands described for the position, including 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 high performance.
Manage team performance by providing regular feedback, conducting performance reviews, and understanding team members’ strengths and development areas.
Promote an inclusive environment in which team members feel valued, motivated, and empowered.
Identify and develop talent through clear development paths and hands-on training.
Advocate for the team by addressing needs, listening to concerns, and removing obstacles.
Lead by example and support any role or task necessary to achieve team success and service excellence.
Collaborate onsite with DMO, VO, and Sales teams.
Manage vendor relationships, including Amazon and DSP accounts.
Enable participation in huddles and transparent communication 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 daily shop production from vehicle intake through final quality check, maximizing throughput and efficiency.
Prioritize and assign work based on technician skills and shop capacity.
Coordinate with Parts, Service Advisors, and support teams to prevent and resolve bottlenecks.
Improve service workflows using a first-principles approach to problem-solving.
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 accuracy.
Represent the customer’s perspective and ensure customer feedback and concerns are considered throughout the service process.