Field Service Advisor
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Key skills for this role
Role Overview
The Field Service Advisor supports customer experience and service operations at Rivian service locations.
The role coordinates with Operations, Call Center, Retail, and Marketing teams and interacts with customers throughout the service process.
Training, process standardization, continuous improvement, and escalation-management experience are advantageous.
Key Skills for This Role
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About Rivian
Rivian builds emissions-free Electric Adventure Vehicles and seeks curious, courageous team members who challenge established ways of working.
Role Summary
The Field Service Advisor supports customer experience and service operations at Rivian service locations.
The role coordinates with Operations, Call Center, Retail, and Marketing teams and interacts with customers throughout the service process.
Training, process standardization, continuous improvement, and escalation-management experience are advantageous.
Responsibilities
- Support service center launches, team planning, training, coordination, technical support, and development of training tools and SOPs.
- Support Mobile or Service Technicians, Parts Advisors, and Service Managers while maintaining cross-functional relationships.
- Communicate vehicle completion estimates and updates, translate customer concerns into work orders, and maintain operating-system records.
- Process payments, invoices, estimates, and transaction summaries for customers.
- Handle inquiries and escalated operational failures, inspect vehicles before delivery, and administer warranty repairs.
- Support continuous improvement, standardized work, service-lapse analysis, and compliance with automobile repair and consumer protection laws.
- Interact with customers, families, affiliates, and suppliers at facilities, on mobile routes, and at outreach events.
Qualifications
- Three to four years of experience in a customer-facing role.
- Strong communication, organization, time management, customer service, multitasking, and problem-solving skills.
- Basic mathematics skills for estimates and payments and the ability to interpret regulations, safety rules, instructions, and schematics.
- Fluent English reading and speaking ability.
- A high school diploma, GED, or recognized equivalent is preferred.
- Team management, team leadership, or mentoring experience is highly favored; management training is a plus.
Schedule
- A regular 40-hour schedule is required, including weekends and holidays according to business needs.
- Shifts may include evening, overnight, or early morning hours.
Physical and Work Environment
- The role may involve work at Rivian facilities, on mobile service routes, or at community outreach events.
- Physical tasks may include sitting or standing for extended periods, walking, bending, kneeling, twisting, carrying, reaching, pushing, pulling, and lifting up to 50 pounds.
- Frequent hand use is required for tools, data entry, written communications, and calls.
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