Service Support Field Advisor

2 months ago


Richmond, Canada Rivian Full time

Role Summary:
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.

**Responsibilities**:

- Act as the on-site liaison between the centralized Service Support Operations Center and Service Center Front of House operations.
- Utilizing strong listening/comprehension skills, you will triage the situation in person or through over-reporting methods, document vehicle concerns/symptoms, and determine the best servicing solution, all with a customer-first focus.
- You will document customer concerns, determine if a quick technical solution is available, execute the resolution, and document.
- If the issue warrants a deeper diagnosis, you will create a service ticket and work closely with the Remote Diagnostic Team, who drafts the vehicle repair plan. The Service Advisor will activate the repair plan, order parts, schedule service appointments and alternative transportation needs, and then communicate the following steps to the customer for agreement and work authorization.
- Able to travel to Rivian's factory for periodic support

Qualifications:

- 3-5 years of experience preferred providing outstanding customer service in the automotive or related fields, explaining/educating advanced technology, documenting customer concerns and resolution.
- Enthusiasm and passion for Rivian and electric vehicles.
- Find it rewarding to help a customer in need
- Empathy, sincerity, patience, and strong communication skills.
- Excellent follow-up and probing skills
- Strong problem-solving capabilities
- The ability to maintain composure under pressure and deal with ambiguity
- The ability to multi-task not only while providing exceptional quality work but while navigating multiple, different work streams and tools
- Willingness to learn new and innovative automotive technologies
- Work in a team-based environment and achieve a common goal
- Being a customer-facing role, you should be willing and able to work 1st, 2nd, or 3rd shift, including weekends and holidays, with additional flexibility during busier times of the year or when necessitated by business/weather conditions

Company Statements:
**Equal Opportunity**:
Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law.



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