Service Support Field Advisor - Vancouver, Canada - Rivian

Rivian

Verified Company

Vancouver, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Role Summary:

The Service Support Field Advisors are the on-site liaison between the Centralized Service Support Operations Center and on-site Service Center Operations as well as the end-to-end point of contact for Rivian owners/fleet companies needing assistance with vehicle education, charging, and/or connectivity questions, and roadside or servicing/repair of their Rivian vehicle.

Responsibilities:

Act as the onsite liaison between the centralized Service Support Operations Center and Service Center Front of House operations.
Utilizing strong listening/comprehension skills, you will triage the situation in person or through overreporting methods, document vehicle concerns/symptoms, and determine the best servicing solution, all with a customerfirst focus.
You will document customer concerns, determine if a quick technical solution is available, execute the resolution, and document.
If the issue warrants a deeper diagnosis, you will create a service ticket and work closely with the Remote Diagnostic Team, who drafts the vehicle repair plan. The Service Advisor will activate the repair plan, order parts, schedule service appointments and alternative transportation needs, and then communicate the following steps to the customer for agreement and work authorization.

Qualifications:

35 years of experience preferred providing outstanding customer service in the automotive or related fields, explaining/educating advanced technology, documenting customer concerns and resolution.
Enthusiasm and passion for Rivian and electric vehicles.
Find it rewarding to help a customer in need
Empathy, sincerity, patience, and strong communication skills.
Excellent followup and probing skills
Strong problemsolving capabilities
The ability to maintain composure under pressure and deal with ambiguity
The ability to multitask not only while providing exceptional quality work but while navigating multiple, different work streams and tools
Willingness to learn new and innovative automotive technologies
Work in a teambased environment and achieve a common goal
Being a customerfacing role, you should be willing and able to work 1st, 2nd, or 3rd shift, including weekends and holidays, with additional flexibility during busier times of the year or when necessitated by business/weather conditions

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.