Service Support Field Advisor

Rivian-posted 12 months ago
Full-time • Entry Level
Martinez, CA
5,001-10,000 employees
Transportation Equipment Manufacturing
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The Service Support Field Advisors are the on-site liaison between the Centralized Service Support Operations Center and on-site Service Center Operations as well as the end-to-end point of contact for Rivian owners/fleet companies needing assistance with vehicle education, charging, and/or connectivity questions, and roadside or servicing/repair of their Rivian vehicle.

  • Act as the on-site liaison between the centralized Service Support Operations Center and Service Center Front of House operations.
  • Provide roadside assistance and vehicle, charging, and connectivity education/repair/maintenance.
  • Interact with customers in person or through an omnichannel solution (phone calls, emails, chat, SMS/text).
  • Utilize strong listening/comprehension skills to triage situations and document vehicle concerns/symptoms.
  • Determine the best servicing solution with a customer-first focus.
  • Document customer concerns and execute quick technical solutions when available.
  • Create service tickets for deeper diagnoses and work closely with the Remote Diagnostic Team.
  • Activate repair plans, order parts, schedule service appointments, and communicate next steps to customers.
  • Travel to Rivian's factory for periodic support.
  • 3-5 years of experience providing outstanding customer service in the automotive or related fields.
  • Ability to explain/educate advanced technology and document customer concerns and resolutions.
  • Enthusiasm and passion for Rivian and electric vehicles.
  • Empathy, sincerity, patience, and strong communication skills.
  • Excellent follow-up and probing skills.
  • Strong problem-solving capabilities.
  • Ability to maintain composure under pressure and deal with ambiguity.
  • Ability to multi-task while providing exceptional quality work.
  • Willingness to learn new and innovative automotive technologies.
  • Ability to work in a team-based environment.
  • Willingness and ability to work 1st, 2nd, or 3rd shift, including weekends and holidays.
  • Flexibility during busier times of the year or when necessitated by business/weather conditions.
  • Robust medical/Rx, dental and vision insurance packages for full-time employees, their spouse or domestic partner, and children up to age 26.
  • Coverage effective on the first day of employment.
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