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Rivian and Volkswagen Group Technologies · 2 months ago

Manager Field Service

Brooklyn, New York

Full-time

Onsite

Mid, Senior Level

Rivian is on a mission to keep the world adventurous forever, focusing on emissions-free Electric Adventure Vehicles. The Service Operations Manager will lead local operations, manage customer service, and ensure compliance with Rivian's objectives while fostering a customer-centric team environment.

AutomotiveInformation TechnologySoftware

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 servant-leadership, hands-on 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 customer-centric 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

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

Qualification

Service operations managementCustomer service excellenceP&L managementAutomotive equipment knowledgeOperational excellenceLeadership skillsAnalytical skillsAdministrative experienceEnglish proficiencyCommunication skillsOrganizational skillsProblem-solving methodsTeam collaborationFlexibilityDetail-oriented

Required

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

Detail-oriented with strong analytical and interpersonal skills

Demonstrated high-level 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

Able and flexible to travel as needed

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

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