Service Production Supervisor

Rivian•Northbrook, IL

About The Position

The Service Production Supervisor directs daily service-center operations and the flow of vehicles through the shop, making real-time production decisions and coaching technicians to support their growth and performance. The role ensures technicians have the parts, tools, and information they need, and orchestrates an efficient, high-quality service experience that gets Rivian owners back on their adventures. The supervisor owns the shop’s daily production rhythm from vehicle intake through final quality checks, coordinates work across technicians and support teams, and monitors repair quality, cycle time, productivity, and shop efficiency. The position also champions safety, customer advocacy, continuous improvement, and an inclusive culture. It involves on-site cross-team collaboration and may require regular interaction with customers, 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 of modern vehicle systems, including high-voltage, electrical, mechanical, and infotainment systems.
Proven 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 see, read, and interpret documents such as regulations, safety rules, operating and maintenance instructions, and schematics.
Ability to travel up to 27% as required.

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 and nurture talent, create development paths, and provide hands-on technical training.
Advocate for the team by ensuring its needs are met, its voices are heard, and obstacles are removed.
Lead by example and support any role or task needed to achieve team success and service excellence.
Collaborate on site with DMO, VO, and Sales teams, and manage vendor relationships, including Amazon and DSP accounts.
Ensure participation in huddles and transparency on performance indicators.
Oversee service workflows and technician development, including the RIV EXCEL process, and establish accountability for operational goals across shifts and departments.
Own the daily shop production rhythm from vehicle intake through final quality check, maximizing throughput and efficiency.
Prioritize and assign workload according to technician skills and shop capacity.
Coordinate with Parts, Service Advisors, and other support teams to prevent and remove 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, to guide operational improvements.
Uphold and enforce safety and organization standards in the workshop.
Act as the escalation point for complex technical or logistical challenges and resolve issues promptly.
Review technician work-order notes for accuracy.
Champion the customer’s voice by ensuring feedback and concerns are considered throughout the service process.