The Sr. Field Service Technician will be responsible for over-delivering on the internal and external 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, have a go-getter attitude, possess great communication skills, and have a passion for adventure, then we want you on the team. You will be working with our internal partners every day to assist with service needs and coordinate with our Service, Vehicle and Delivery Operations, and Field Service Engineer teams. This role will require a dynamic and resourceful leader with excellent oral and written 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. To be successful in this role, you must have a customer-first approach, thrive in ambiguous and unexpected environments, tackling all challenges with a creative and flexible mindset. Experience in automotive, process standardization, continuous improvement, and managing escalations is a plus.
Follow Rivian repair procedures with efficiency without compromising quality or safety to perform diagnosis, repairs, installations, and inspections on vehicles
Evaluate and perform remote repairs for concerns that can be safely and effectively addressed without local vehicle access
Leverage strong understanding of schematics and diagrams to diagnose and resolve repair issues accurately and appropriately
Provide diagnostic support to Field Service Teams by combining technical understanding specific to Rivian products, experience with integrated automotive systems, use of specialized diagnostic tools, and logged vehicle data review
Perform vehicle repairs in a setting outside of a service center
Conduct road tests on vehicles to ensure quality of the repair
Perform necessary parts operations such as parts ordering, receiving, shipping and inventory, and demonstrate deep understanding of parts department process to ensure quality standards are met
Produce high-quality documentation in both Service Support and Engineering document systems.
Stay up to date with technical skills and required training
Support campaigns and containment initiatives
Ability to perform duties and communicate with a high level of professionalism in a customer-facing environment
Work with a collaborative attitude and team spirit in an ever-changing, dynamic environment
Work closely with customer support teams to train and empower agents to conduct live diagnostics and address customer expectations.
Support, Coach and Mentor other technicians as assigned
This role may transition from remote to on-site and require in-person work, on-site at the service center
Travel to locations to support as required, including but not limited to, production plants.
This role may require regular interaction with customers and their families, 3rd party affiliates, and suppliers within Rivian facilities, on mobile service routes, or at community outreach events
High School Diploma, GED, or other recognized high school equivalency credential. preferred
Graduated from an accredited automotive repair school or equivalent vocation program preferred
Extensive experience in HV & LV diagnostic work
8+ years of experience working on vehicle high voltage systems, in addition to 3+ years of experience in a leadership role like a shop foreman or team lead preferred.
Understands HVIL (High-Voltage Interlock) and the high voltage architecture
Excellent written and oral communication
Ability to root-cause problems and find or suggest solutions
Experience in Continuous Improvement Process
Experience using test tools (PICO-Scope, PCAN, Kavaser Memorator, breakout box, etc)
Extensive experience in bumper-to-bumper diagnosis and repair
Ability to drive non-commercial truck and trailer preferred
Must possess a valid driver’s license, and maintain a clean driving record
No driving related suspensions or revocation of Driver License (within a 3-5 year period).
Parts department and billing experience preferred
Experience using a work order management system including repair documentation preferred
Experience working in start-up environments preferred
Strong organizational and time management skills along with attention to detail
Physical exertion may be required to perform occupational tasks (sitting, standing, walking, bending, kneeling, carrying, reaching, pushing, pulling, and lifting up to 50 lbs)
Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners
Ability to read and speak fluent English.
Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics.
Minimum age of 21.
Must be available for a regular schedule of 40 hours a week, including weekends and holidays, according to business need. Shifts may include evening, overnight, or early morning hours
