Sr. Service Quality Engineer

Rivian • Plymouth, MI

11h

About The Position

As a Sr. Service Quality Engineer, you will serve as the critical link between our customers on the road and our Engineering, Manufacturing, and Reliability teams. You will play a pivotal role in enhancing the quality and reliability of Rivian products by acting as the voice of the customer. You will identify, escalate, and lead investigations relating to critical emerging product issues in the field. This position demands a proactive individual that is able to collaborate with diverse technical experts to solve complex problems, utilizing first-principles thinking to uphold Rivian’s quality standards and ensure vehicle safety.

Requirements

• Bachelor's degree in Engineering (e.g., Mechanical, Electrical, Automotive), Automotive Technology, or a closely related technical field is required.
• Requires 3-5 years of experience within an automotive quality or service support organization, specifically managing technical feedback loops between field operations and design engineering teams.
• Ability to collect, analyze, and interpret complex field data (warranty claims, Field Product Reports) to identify emerging trends.
• Demonstrated ability to manage many different issues concurrently and prioritize based on impact and urgency.
• Technical understanding of automotive systems (e.g., electrical, mechanical, software) and vehicle diagnostics.
• Ability to properly identify product liability concerns.
• Knowledge of Federal Motor Vehicle Safety Standards (FMVSS) and their application to vehicle design, manufacturing, and recall processes.
• Prior experience in automotive quality, reliability engineering, manufacturing, or field service operations.
• Excellent written and oral communication skills to explain complex problems to a vast audience.
• Possesses passion to provide exceptional customer service and ownership experience.
• Willingness to work in a strong cross functional environment.
• Ability to stand, sit, or walk for 8-10 hours per day.
• Required to communicate using phone and/or e-mail.
• Ability to view, read, and interpret documents.
• Ability to perform all duties in an office environment that may contain ambient noise and temperature fluctuations.

Nice To Haves

• Experience in SQL, Python, JIRA, Smartsheet, Google Drive, and Excel is a plus.
• ASE Certifications (A1-A8) are preferred but not required.

Responsibilities

• Utilize advanced data analytical techniques on field warranty data, Field Product Reports, social media and Lemon Law cases to proactively identify and escalate emerging product issues and trends.
• Support PDI and represent Service organization for new product launches, ensuring early detection and containment of new model quality concerns while acting as the voice of the customer.
• Identify and prioritize top PDI issues, partnering with key issue owners to drive swift resolution and corrective actions.
• Monitor and analyze PDI performance metrics over time, providing visibility into quality trends and the effectiveness of improvement initiatives.
• Triage Field Product Reports by evaluating the failure mode, severity, and safety/compliance risks, working directly with appropriate teams to implement solutions and authorize component failure analysis, engineering investigations and containment actions.
• Actively participate in and drive cross-functional technical reviews and problem-solving sessions relating to product quality concerns.
• Identify and support the implementation of process improvements across Manufacturing, PDI, and Service Operations to directly enhance product quality.
• Maintain and execute quality validation drive protocols for Lemon Law repurchased vehicles to validate repair effectiveness and ensure vehicles meet all quality standards for resale, preventing repeat repurchases.
• Provide technical expertise and data analysis to support investigations and escalations related to Lemon Law vehicle repurchase claims.
• Guide the execution of Field Service Actions by providing technical insights and lessons learned from applicable Engineering Investigations.

Benefits

• The successful candidate may be eligible for annual performance bonus and equity awards.
• We offer a comprehensive package of benefits for full-time and part-time employees, their spouse or domestic partner, and children up to age 26, including but not limited to paid vacation, paid sick leave, and a competitive portfolio of insurance benefits including life, medical, dental, vision, short-term disability insurance, and long-term disability insurance to eligible employees.
• You may also have the opportunity to participate in Rivian’s 401(k) Plan and Employee Stock Purchase Program if you meet certain eligibility requirements.
• Full-time employee coverage is effective on their first day of employment.
• Part-time employee coverage is effective the first of the month following 90 days of employment.
• More information about benefits is available at rivianbenefits.com.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level