Service Production Supervisor - Malvern, PA

Service Production SupervisorRivian 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.As a Service Production Supervisor, you are the heart of our service center's daily operations—the in-shop quarterback, coach, and strategist rolled into one. You will direct the flow of vehicles through the shop, making the real-time decisions that drive the pace of production. As a dedicated coach, you will be responsible for the growth and performance of our technicians, mentoring their skills and fostering a culture of excellence and collaboration.Crucially, you will act as a master facilitator, clearing the path for your team by ensuring they have the parts, tools, and information needed to perform their best work without interruption. Your mission is to orchestrate a seamless, efficient, and high-quality service experience, empowering your team to get our owners back on their adventures.Responsibilities:Lead & Develop Your TeamMentor, coach, and inspire a team of technicians, cultivating a high-performance culture built on collaboration, trust, and continuous learning.Actively manage team performance, providing regular feedback, conducting performance reviews, and maintaining a strong understanding of each team member's strengths and development areas.Champion the Rivian culture by fostering an inclusive environment where every team member feels valued, motivated, and empowered.Identify and nurture talent, creating clear development paths and providing hands-on training to elevate the team's technical capabilities.Act as the team's primary advocate, ensuring their needs are met, their voices are heard, and their obstacles are removed.Lead by example, demonstrating a willingness to jump in and support any role or task necessary to ensure the team's collective success and uphold service excellence.On-site Cross Team Collaboration (DMO/VO/Sales)Vendor Relationship Management (Amazon/DSP Accounts)Communication: ensuring participation in huddles and enabling transparency on performance indicatorsDirectly guides and develops site leadership, including but not limited to the RIV EXCEL process, establishing a cascade of accountability that ensures operational goals are met across all shifts and departments.Directly oversees service workflows and technician development, including but not limited to the RIV EXCEL process, establishing a cascade of accountability that ensures operational goals are met across all shifts and departments.Orchestrate the Service OperationOwn the daily production rhythm of the shop, from vehicle intake to final quality check, maximizing throughput and efficiency.Dynamically prioritize and assign the workload, matching tasks to technician skill sets and shop capacity like a master strategist.Serve as the operational hub, proactively coordinating with Parts, Service Advisors, and other support teams to eliminate bottlenecks before they occur.Champion a "first principles" approach to problem-solving, constantly seeking and implementing improvements to the service workflow.Ensure Peak Performance & QualityRigorously monitor repair quality and cycle time, ensuring every vehicle meets Rivian's exacting standards and is returned to the customer on schedule.Analyze key performance indicators (KPIs) like technician productivity and shop efficiency to make data-informed decisions for operational improvements.Uphold and enforce the highest standards of safety and organization, maintaining a world-class workshop environment.Serve as the key escalation point for complex technical or logistical challenges, resolving issues with urgency and precision.Proper Documentation: reviewing accuracy of tech work order notesCustomer Advocacy: Champion the voice of the customer, ensuring their feedback and concerns are actively considered by technicians throughout the service process.