Role Summary

TheService Advisor will be responsible for overdelivering on the 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, love to solve operational problems, have exceptional people skills, and have a passion for adventure, then we want you on the team.

You will be front and center working with our customers every day to assist with service needs and coordinate with our Operations, Call Center, Retail, and Marketing teams. This role will require a dynamic and resourceful leader with excellent 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.

Experience in training, process standardization, continuous improvement, and managing escalations is a plus.

Responsibilities

- Actively supports management in the planning and execution of the launch of Service centers by advising on best practices, providing subject matter expertise

- 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 customer-centric team of Mobile/Service Technicians, Parts Advisors, and Service Manager

- Maintain a high-quality relationship with all departments within the organization. Collaborate and maintain high-quality 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 customer-reported service-related 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.

- Responds thoughtfully to customer inquiries and escalated operational failures in a timely fashion. Apply sound problem-solving skills in order to maintain a high standard of quality to our customers

- 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

- 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

May perform other duties as assigned

Qualifications

- High School Diploma, GED, or other recognized high school equivalency credential preferred

- 3 - 4 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 rapid-paced 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 problem-solving

- Excellent attitude with a high-energy personality, excellent customer service skills, and able to multi-task and thrive in a fast-paced 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 21

- 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 3-5year period)

Pay Disclosure

The hourly range for this role is CAD 25.96 - CAD 35.67 for Laval based applicants.



This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee’s position within the salary range will be based on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, experience, skills, geographic location, shift, and organizational needs. The successful candidate may be eligible for annual performance bonus.

We offer a comprehensive package of benefits including but not limited to paid vacation, paid sick leave, and a competitive portfolio of insurance benefits including life, medical, dental, vision, short-term disability insurance, and long-term disability insurance to eligible employees. You may also have the opportunity to participate in Rivian’s Employee Stock Purchase Program if you meet certain eligibility requirements. More information about benefits is available at https://www.rivianbenefits.com/ca/.

You can apply for this role through careers.rivian.com (or through internal-careers-rivian.icims.com if you are a current employee). There is no fixed deadline for this application; applications are accepted on an ongoing basis until the role is filled or the opening is no longer needed. La fourchette salariale horaire pour ce poste est de 25.96 $ CA à 35.67 $ CA pour les candidats basés à Vancouver ou Richmond.

Il s'agit du salaire minimum et maximum que nous estimons, en toute bonne foi, être prêts à offrir pour ce poste au moment de la publication de cette offre. Le niveau de rémunération d'un employé dans cette fourchette dépendra de plusieurs facteurs, notamment les compétences spécifiques, la formation pertinente, les qualifications, les certifications, l'expérience, le lieu de travail, les horaires et les besoins de l'entreprise. Le candidat retenu pourrait être admissible à une prime de rendement annuelle.

Nous offrons un ensemble complet d'avantages sociaux, notamment des congés payés, des congés de maladie payés et une gamme d'assurances concurrentielles comprenant l'assurance vie, l'assurance médicale, l'assurance dentaire, l'assurance optique, l'assurance invalidité de courte et de longue durée pour les employés admissibles. Vous pourriez également avoir la possibilité de participer au programme d'achat d'actions des employés de Rivian si vous répondez à certains critères d'admissibilité. Pour de plus amples renseignements sur les avantages sociaux, veuillez consulter le site Web suivant : https://www.rivianbenefits.com/ca/.

Vous pouvez postuler à ce poste via careers.rivian.com (ou via internal-careers-rivian.icims.com si vous êtes déjà employé(e)). Il n'y a pas de date limite pour postuler ; les demandes sont acceptées en continu jusqu'à ce que le poste soit pourvu ou que l'offre ne soit plus nécessaire.

📌 Field Service Advisor (Laval)
🏢 UNAVAILABLE
📍 Laval