Rivian and Volkswagen Group Technologies · 3 months ago
Manager, Field Service
Milpitas, California
Full-time
Onsite
Mid, Senior Level
$122K/yr - $152K/yrRivian is on a mission to keep the world adventurous forever, seeking to attract curious and courageous souls. The Service Operations Manager role requires an experienced professional to manage local operations, ensuring high customer service and effective team collaboration while maintaining compliance with company objectives.
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
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
Preferred
Automotive Technical skills preferred
Automotive repair knowledge preferred
Experience working in start-up environments preferred
Experience in leading automotive or high-tech team-orientated, fast-paced work environment
Understanding of problem-solving methods such as SWOT Analysis, Lean implementations, Six Sigma operational and Visual Management standards preferred
Benefits
Rivian provides robust medical/Rx, dental and vision insurance packages for full-time and part-time employees, their spouse or domestic partner, and children up to age 26.
Full Time Employee coverage is effective on the first day of employment.
Part-Time employee coverage is effective the first of the month following 90 days of employment.
Company
Rivian and Volkswagen Group Technologies
Rivian and Volkswagen Group Technologies develops scalable automotive software and technology platforms for multiple vehicle segments.
Founded in 2024
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Kranti Garatkar
Staff Technical Program Manager
Recent News
2025-11-14
Company data provided by crunchbase