Field Service Manager - Calgary, Canada - Rivian

Rivian

Verified Company

Calgary, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Role Summary:

The Service Operations Manager requires an experienced professional with high levels of energy and initiative, deep understanding of service processes, go-getter attitude, great leadership skills, and cross-team collaboration.

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.

Responsibilities:

Provide the world's best of the best in customer service rivaling any industry
Accountable for effectively managing a P&L, Work in Progress (WIP) and customer experience measured by a Net Promoter Score (NPS)
Lead and manage all local operations on the ground with a servantleadership, handson mindset
Ensure that programs and processes are developed, assessed, communicated, and administered in compliance with Rivian's objectives
Manage and be accountable for high value inventory reconciliation
Collaborate with Service Operations, Sales, Retail, and Delivery & Field Operations teams
Work in partnership with cross functional teams regularly on implementing and continuously improving field service operations
Prioritize, plan, and coordinate logistics and meetings with internal teams and external parties
Build a strong customercentric team of Mobile/Service Technicians, Service Advisors, and Parts Advisors
Lead and take ownership of management responsibility relating to hiring, performance management, and overall employee development planning
Build a Rivian culture that is inclusive, and maintain high levels of team morale
Responsible for ensuring the establishment of safe service business practices and processes
Follow and promote Rivian's high standards of safety, cleanliness, and organization
Develop and maintain a process to track and report on KPI's at the Service Centers

Qualifications:

Bachelor's degree or equivalent work experience
Ability to have a direct impact on scalability in a complex organization
Effectively manage remote service teams and a driver of people performance
Excellent verbal and written and communication skills
Outstanding planning and organizational skills with a focus in operational excellence
Detailoriented with strong analytical and interpersonal skills
Demonstrated highlevel administrative experience, including advanced computer skills (Microsoft office)
Ability to perform duties with a high level of professionalism, flexibility, discretion, judgment, diplomacy, and tact
Proven ability to effectively handle and adapt to multiple priorities, organize workload, and meet deadlines
Knowledge of automotive equipment and servicing methods
Must possess a valid driver's license and clean driving record
Automotive Technical skills preferred
Able and flexible to travel as needed
Automotive repair knowledge preferred
Experience working in startup environments preferred
Experience in leading automotive or hightech teamorientated, fastpaced work environment
Understanding of problemsolving methods such as SWOT Analysis, Lean implementations, Six Sigma operational and Visual Management standards preferred
Physical exertion may be required to perform occupational tasks (sitting up to 2 or more hours at a time, 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
Strong understanding of written and spoken English
Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics

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.