Field Service Advisor IV

About Rivian 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 The Service Advisor will be responsible for overdelivering on the customer experience at our service locations. The ideal candidate will possess the technical acumen and the ability to provide a strong level of customer service. If you're able to think quickly on your feet, love to solve operational problems, have exceptional people skills, and have a passion for adventure, then we want you on the team. You will be front and center working with our customers every day to assist with service needs and coordinate with our Operations, Call Center, Retail, and Marketing teams. This role will require a dynamic and resourceful leader with excellent communications skills, who will foster cross functional interaction and champion a culture of continuous improvement to support Service teams and customers within a Service center. Experience in training, process standardization, continuous improvement, and managing escalations is a plus. Responsibilities Actively supports management in the planning and execution of the launch of Service centers by advising on best practices, providing subject matter expertise Supports planning, control, training, coordination, and technical support within assigned team in a role specific administrative function Assist in generating training tools and SOPs for new team members Utilize a variety of training methodologies, techniques, concepts, learning tools, and practices to ensure maximum learning effectiveness Support a robust customer-centric team of Mobile/Service Technicians, Parts Advisors, and Service Manager Maintain a high-quality relationship with all departments within the organization. Collaborate and maintain high-quality relationships with Service Operations, Sales, Retail, and Delivery & Field Operations teams; model cross collaboration Works every day to deliver an exceptional customer experience. Encourages team members to deliver an exceptional customer experience Communicate estimated completion time, regular updates, and follow through on each customer vehicle Translate customer-reported service-related problems to actionable work orders for technicians to complete Determine if a technical solution can be resolved over the phone; perform detailed daily record keeping in the operating system Conduct payment, invoicing, and estimate transactions within the system; walk our customers through a summary of all transactions. Responds thoughtfully to customer inquiries and escalated operational failures in a timely fashion. Apply sound problem-solving skills in order to maintain a high standard of quality to our customers Inspect vehicles before each customer delivery to ensure vehicles services and/or repairs are performed correctly Lead continuous improvement activities as needed Administer new and used vehicle warranty repairs in accordance with manufacturer warranty guidelines Analyzes service lapses that impact customer experience and work with supervisor to ameliorate Meet requirements of the state and federal law for automobile repair and consumer protection Read and comprehend instructions and follow established procedures. Assist in the development of standardized work May perform other duties as assigned Qualifications HS Diploma or GED preferred 3 - 4 years' experience in a customer facing role Degree or training in team leading/managemen