Sr. 3P Aftersales Support Specialist

Rivian•Plymouth, MI

About The Position

Rivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract. As a company, we constantly challenge what’s possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations. Role Summary Responsible for helping support Rivian’s Service and Collision Team’s day to day needs by providing after sales support to independent 3P service and collision centers. This role will require strong initiative, independent judgement, an ability to problem solve, and cross-team collaboration.

Requirements

Collision Repair and Mechanical Repair Degree or equivalent experience 3 + years of Service or Collision experience
Effectively handle multiple priorities, organize workload, and meet project deadlines
Ability to work independently, accurately, and effectively in performing task or duties as assigned to completion
Professional demeanor, strong communication, writing and presentation skills Knowledge in Atlassian Tools (Confluence and JIRA) is a plus
High proficiency in Google Suites (Google Docs, Google Sheets, Google Slides) Capable of working efficiently in a start-up environment
Willingness to work in a strong cross functional environment
Ability to manage multiple projects across varying geographic locations simultaneously
Appropriate interpersonal styles and communication methods to work effectively with internal and external partners
Ability to travel 25%
Must possess a valid driver’s license

Nice To Haves

Knowledge in Electric Vehicle estimation is a plus
Experience for writing service or OEM or Dealerships is a plus
Understanding of collision repair practices and processes used in collision repair is a plus
OEM specific collision repair training(s) or mechanical repair training is a plus
Knowledge in Atlassian Tools (Confluence and JIRA) is a plus

Responsibilities

Standardize escalation support prior to management involvement
Develop training/documentation to further scale our support model
Generate data-driven insights to build digital enhancements
Support the execution of parts and technical support for external 3P certified collision, non-certified collision, and independent service providers
Ensure external 3P service and collision center customers receive industry leading customer support
Support our external 3P service and collision center customers digitally with any technical or operational questions
Identify training needs or process improvement through the interactions with the external 3P service and collision centers
Assist with the operations and the success of supporting the needs of the external 3P Service, certified, and non-certified collision centers
Collaborate cross-functionally with the Service Engineering & Operations Organizations to obtain the info or direction you need to pass down to the inquiring business
Track and manage support tickets on any inquires you work on for all inquires Engage with external 3P service and collision centers regarding program performance and repair quality standards
Must be able to complete support tickets and inquiries in a compressed timeline