Lead Field Service Technician

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.

The Lead Field Service Technician will be responsible for overdelivering 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.

Responsibilities

• Initially help support pre-production vehicle builds, including assisting cross functional teams
• Travel to locations to support as required until the local Service Center opens, including but not limited to, production plant
• Operate remotely until the local service center opens, if applicable
• Follow Rivian repair procedures with efficiency without compromising quality and safety
• Perform diagnosis, repairs, installations, and inspections on vehicles
• Leverages strong understanding of schematics and diagrams to diagnose and resolve repair issues accurately and appropriately
• 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
• Utilizes deep understanding of parts department process to ensure quality standards are met
• Stay up to date with technical skills and required training
• Support campaigns and containment initiatives
• Maintain and process accurate expense reporting as needed
• Demonstrates high-level administrative experience through the use of Microsoft Office tools
• Maintain high quality work and efficiency while working with little supervision
• Work with a collaborative attitude and team spirit in an ever-changing, dynamic environment
• Provide service support to the field to support the Service organization
• Ability to perform duties and communicate with a high level of professionalism, in a customer-facing environment
• Support, Coach and Mentor other technicians as assigned

Qualifications

• HS Diploma or GED
• Graduated from an accredited automotive repair school or equivalent vocation program preferred
• Extensive Experience in HV diagnostic work
• 5 or more years' experience predominantly working on vehicle high voltage systems
• Minimum 3 years' experience as a shop foreman, team lead, shop supervisor or preferred
• Excellent written and oral communication
• Ability to root-cause problems and find or suggest solutions
• Experience in Continuous Improvement Process
• Understands HVIL (High-Voltage Interlock) and the high voltage architecture
• 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
• Ability to travel up to 75% of the time, or as needed
• 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
• Valid Passport and ability to travel within United States & Canada
• Must possess a valid driver's license, and maintain a clean driving record
• Parts department and billing experience preferred
• Experience using a work order management system including repair documentation
• Experience working in start-up
• 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)
• Fully Vaccinated against the COVID-19 virus (proof required)
• Must be at least 18 years old

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.

Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at accessibility@rivian.com.

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