About RivianRivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract.As a company, we constantly challenge what's possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations.Role SummaryThe Field Service Technician will be responsible for overdelivering on the internal and external 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, have a go-getter attitude, possess great communication skills, and have a passion for adventure, then we want you on the team. You will be working with our internal partners every day to assist with service needs and coordinate with our Service, Vehicle and Delivery Operations, and Field Service Engineer teams. This role will require a dynamic and resourceful leader with excellent oral and written 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. 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. Experience in automotive, process standardization, continuous improvement, and managing escalations is a plus.ResponsibilitiesDemonstrated strength in collaborating with cross-functional teams and support partners to achieve organizational goals and fostering effective communicationExcellent customer-facing communication and organizational skills, with ability to build and maintain customer relationshipsProficient in managing and resolving customer escalations with professionalism, empathy, and effective communication, ensuring customer satisfaction and retentionStrong knowledge of assigned region for optimized route planningResponsible for the operation and storage of the company vehicle pursuant to applicable company policies and as permitted by applicable lawConduct repairs in a mobile setting, which may encompass various locations such as driveways, parking lots, and similar environmentsThorough understanding of work order administrative responsibilities including parts ordering, obtaining customer authorization, and final invoicingMaintain inventory of tooling and equipment to ensure availability and proper managementDemonstrates self-motivation, resourcefulness, and a strong orientation towards problem-solvingInitially help support pre-production vehicle builds, including assisting cross functional teamsTravel to locations to support as required until the local Service Center opens, including but not limited to, production plantOperate remotely until the local service center opens, if applicableFollow Rivian repair procedures with efficiency without compromising quality and safetyPerform complex diagnosis, repairs, installations, and inspections on vehiclesPerform vehicle repairs in a setting outside of a service centerConduct road tests on vehicles to ensure quality of the repairPerform necessary parts operations such as parts ordering, receiving, shipping and inventoryStay up to date with technical skills and required trainingSupport campaigns and containment initiativesMaintain and process accurate expense reporting as neededMaintain high quality work and efficiency while working with little supervisionWork with a collaborative attitude and team spirit in an ever-changing, dynamic environmentProvide service suppo