Field Service Advisor Iv - Toronto, Canada - Rivian

Rivian

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Role Summary:
The

Responsibilities:

Supports planning, control, training, coordination, and technical support within assigned team in a role specific administrative function
Assist in generating training tools and SOPs for new team members
Utilize a variety of training methodologies, techniques, concepts, learning tools, and practices to ensure maximum learning effectiveness
Support a robust customercentric team of Mobile/Service Technicians, Parts Advisors, and Service Manager
Maintain a highquality relationship with all departments within the organization. Collaborate and maintain highquality relationships with Service Operations, Sales, Retail, and Delivery & Field Operations teams; model cross collaboration
Works every day to deliver an exceptional customer experience. Encourages team members to deliver an exceptional customer experience
Communicate estimated completion time, regular updates, and follow through on each customer vehicle
Translate customerreported servicerelated problems to actionable work orders for technicians to complete
Determine if a technical solution can be resolved over the phone; perform detailed daily record keeping in the operating system
Conduct payment, invoicing, and estimate transactions within the system; walk our customers through a summary of all transactions.
Inspect vehicles before each customer delivery to ensure vehicles services and/or repairs are performed correctly
Lead continuous improvement activities as needed
Administer new and used vehicle warranty repairs in accordance with manufacturer warranty guidelines
Analyzes service lapses that impact customer experience and work with supervisor to ameliorate
Meet requirements of the state and federal law for automobile repair and consumer protection
Read and comprehend instructions and follow established procedures. Assist in the development of standardized work
May perform other duties as assigned

Qualifications:

HS Diploma or GED preferred

years' experience in a customer facing role

Degree or training in team leading/management is a plus
Experience of working and managing a team in a fastpaced environment is highly favored
Experience leading or mentoring teams of 4 or more
Product and industry knowledge
Very strong written and verbal communication skills, with an ability to translate customer needs
Organizational and time management skills.
Remains flexible and responsive to changing conditions. Exhibits patience, empathy, attention to detail, and a passion for problemsolving
Great attitude with a highenergy personality, excellent customer service skills, and able to multitask and thrive in a fastpaced environment
Basic mathematics skills to prepare and transact estimates and payments
Physical exertion may be required to perform occupational tasks (sitting or standing for up to 8 or more hours a day, walking, bending, kneeling, laying, twisting, carrying, reaching, stretching, 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 2
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
No driving related suspensions or revocation of Driver License (within a 35year period)

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.