Sr. Field Service Technician

About Rivian Rivian 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 Summary The Sr. Field Service Technician will be responsible for over-delivering 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. Responsibilities Follow Rivian repair procedures with efficiency without compromising quality or safety to perform diagnosis, repairs, installations, and inspections on vehicles Evaluate and perform remote repairs for concerns that can be safely and effectively addressed without local vehicle access Leverage strong understanding of schematics and diagrams to diagnose and resolve repair issues accurately and appropriately Provide diagnostic support to Field Service Teams by combining technical understanding specific to Rivian products, experience with integrated automotive systems, use of specialized diagnostic tools, and logged vehicle data review Perform vehicle repairs in a setting outside of a service center Conduct road tests on vehicles to ensure quality of the repair Perform necessary parts operations such as parts ordering, receiving, shipping and inventory, and demonstrate deep understanding of parts department process to ensure quality standards are met Produce high-quality documentation in both Service Support and Engineering document systems. Stay up to date with technical skills and required training Support campaigns and containment initiatives Ability to perform duties and communicate with a high level of professionalism in a customer-facing environment Work with a collaborative attitude and team spirit in an ever-changing, dynamic environment Work closely with customer support teams to train and empower agents to conduct live diagnostics and address customer expectations. Support, Coach and Mentor other technicians as assigned This role may transition from remote to on-site and require in-person work, on-site at the service center Travel to locations to support as required, including but not limited to, production plants. 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 Qualifications High School Diploma, GED, or other recognized high school equivalency credential. preferred Graduated from an accredited automotive repair school or equivalent vocation program preferred Extensive experience in HV & LV diagnostic work 8+ years of experience working on vehicle high voltage systems, in addition to 3+ years of experience in a leadership role like a shop foreman or team lead preferred. Understands HVIL (High-Voltage Interlock) and the high voltage architecture Excellent written and oral communication Ability to root-cause problems and find or suggest solutions Experience in Continuous Improvement Process Experience using test tools (PICO-Scope, PCAN, Kavaser Memorator, breakout box, etc) Extensive experience in bumper-to-bumper diagnosis and repair Ability to drive non-commercial truck and trailer preferred Must possess a valid driver's license, and maintain a clean driving record No driving related suspensions or revocation of Driver License (within a 3-5 year period). Parts department and billing experience preferred Experience using a work order management system including repair documentation preferred Experience working in start-up environments preferred Strong organizational and time management skills along with attention to detail Physical exertion may be required to perform occupational tasks (sitting, standing, walking, bending, kneeling, carrying, reaching, 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 Pay Disclosure The hourly range for this role is $36.50 - $48.36 for Wisconsin 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 for full-time and part-time employees, their spouse or domestic partner, and children up to age 26, 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 401(k) Plan and Employee Stock Purchase Program if you meet certain eligibility requirements. Full-time employee coverage is effective on their first day of employment. Part-time employee coverage is effective the first of the month following 90 days of employment. More information about benefits is available at rivianbenefits.com. 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. Equal Opportunity Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law. Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at View email address on click.appcast.io. Candidate Data Privacy Rivian may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes ("Candidate Personal Data"). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law. Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian affiliates; and (iii) Rivian's service providers, including providers of background checks, staffing services, and cloud services. Rivian may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions. Please note that we are currently not accepting applications from third party application services. High School Diploma, GED, or other recognized high school equivalency credential. preferred Graduated from an accredited automotive repair school or equivalent vocation program preferred Extensive experience in HV & LV diagnostic work 8+ years of experience working on vehicle high voltage systems, in addition to 3+ years of experience in a leadership role like a shop foreman or team lead preferred. Understands HVIL (High-Voltage Interlock) and the high voltage architecture Excellent written and oral communication Ability to root-cause problems and find or suggest solutions Experience in Continuous Improvement Process Experience using test tools (PICO-Scope, PCAN, Kavaser Memorator, breakout box, etc) Extensive experience in bumper-to-bumper diagnosis and repair Ability to drive non-commercial truck and trailer preferred Must possess a valid driver's license, and maintain a clean driving record No driving related suspensions or revocation of Driver License (within a 3-5 year period). Parts department and billing experience preferred Experience using a work order management system including repair documentation preferred Experience working in start-up environments preferred Strong organizational and time management skills along with attention to detail Physical exertion may be required to perform occupational tasks (sitting, standing, walking, bending, kneeling, carrying, reaching, 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 Follow Rivian repair procedures with efficiency without compromising quality or safety to perform diagnosis, repairs, installations, and inspections on vehicles Evaluate and perform remote repairs for concerns that can be safely and effectively addressed without local vehicle access Leverage strong understanding of schematics and diagrams to diagnose and resolve repair issues accurately and appropriately Provide diagnostic support to Field Service Teams by combining technical understanding specific to Rivian products, experience with integrated automotive systems, use of specialized diagnostic tools, and logged vehicle data review Perform vehicle repairs in a setting outside of a service center Conduct road tests on vehicles to ensure quality of the repair Perform necessary parts operations such as parts ordering, receiving, shipping and inventory, and demonstrate deep understanding of parts department process to ensure quality standards are met Produce high-quality documentation in both Service Support and Engineering document systems. Stay up to date with technical skills and required training Support campaigns and containment initiatives Ability to perform duties and communicate with a high level of professionalism in a customer-facing environment Work with a collaborative attitude and team spirit in an ever-changing, dynamic environment Work closely with customer support teams to train and empower agents to conduct live diagnostics and address customer expectations. Support, Coach and Mentor other technicians as assigned This role may transition from remote to on-site and require in-person work, on-site at the service center Travel to locations to support as required, including but not limited to, production plants. 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