Service Support Field Advisor

Rivian; Blauvelt (NY); On-site; USD 10,000 - 60,000; Full time

Job summary

An innovative company is seeking a Service Support Field Advisor to act as the vital link between customers and service operations. This role is essential for providing exceptional support to Rivian owners, ensuring they receive the assistance they need with their electric vehicles. The ideal candidate will possess strong communication and problem-solving skills, demonstrating empathy and a customer-first approach. Join a team that values adventure and sustainability, and be part of a mission that aims to revolutionize the automotive industry while protecting the environment for future generations.

Benefits

Comprehensive medical insurance

Dental insurance

Vision insurance

Qualifications

• 3-5 years of customer service experience in automotive or related fields.
• Strong follow-up and problem-solving skills.

Responsibilities

• Serve as the on-site liaison between service operations and customers.
• Document customer concerns and provide technical solutions.
• Create service tickets and coordinate with the diagnostic team.

Skills

Customer Service

Problem-Solving

Communication Skills

Technical Education

Multitasking

Job description

Join to apply for the Service Support Field Advisor role at Rivian.

Get AI-powered advice on this job and more exclusive features.

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.

We challenge what’s possible, reframe old problems, seek new solutions, and operate comfortably in areas that are unknown. Our backgrounds are diverse, but we share a love of the outdoors and a desire to protect it for future generations.

Role Summary

The Service Support Field Advisors act as the on-site liaison between the Centralized Service Support Operations Center and Service Center Operations, as well as the primary contact for Rivian owners/fleet companies needing assistance with vehicle education, charging, connectivity, roadside, or servicing/repair needs.

Responsibilities

1. Serve as the on-site liaison between the centralized Service Support Operations Center and Service Center Front of House.
2. Be the end-to-end point of contact for Rivian owners/fleet needing roadside assistance or vehicle, charging, and connectivity education/repair/maintenance, via in-person or omnichannel communication (phone, email, chat, SMS).
3. Listen carefully, triage situations, document concerns, and determine the best servicing solutions with a customer-first approach.
4. Document customer concerns, identify quick technical solutions, execute resolutions, and record outcomes.
5. Create service tickets for issues requiring further diagnosis, collaborate with the Remote Diagnostic Team for repair planning, and coordinate parts, scheduling, and communication with customers.
6. Travel to Rivian's factory periodically for support as needed.

Qualifications

• 3-5 years of customer service experience in automotive or related fields, with expertise in explaining and educating about advanced technology, and documenting concerns and resolutions.
• Enthusiasm for Rivian and electric vehicles.
• Enjoy helping customers in need.
• Empathy, sincerity, patience, and excellent communication skills.
• Strong follow-up, probing, and problem-solving skills.
• Ability to stay composed under pressure and handle ambiguity.
• Multitasking skills across various work streams and tools.
• Willingness to learn new automotive technologies.
• Team-oriented mindset and flexibility to work 1st, 2nd, or 3rd shifts, including weekends and holidays, with additional flexibility during busy periods.

Pay Disclosure

Salary Range for New York: $29.33-$36.66/hour, actual pay based on experience and location.

Benefits include comprehensive medical, dental, and vision insurance for full-time and part-time employees, effective from the first day of employment.

Equal Opportunity

Rivian is an equal opportunity employer, committed to a diverse and inclusive workforce, and provides accommodations for persons with disabilities.

Candidate Data Privacy

We collect and use personal data in accordance with applicable laws for recruitment purposes, including background checks, employment processing, and compliance. Data may be transferred internationally.