Manager, Field Service
$97,400–$129,120 year
On-siteFishers, Indiana, United States
Job Summary
Manage P&L, Work in Progress, and customer experience measured by Net Promoter Score while leading local operations with a hands-on, servant-leadership mindset. Develop, assess, and administer programs ensuring compliance with Rivian's objectives, and reconcile high-value inventory. Collaborate with Service Operations, Sales, Retail, and Delivery teams to implement and improve field service operations, prioritizing logistics and meetings. Build a customer-centric team of Mobile/Service Technicians, Service Advisors, and Parts Advisors, overseeing hiring, performance management, and employee development. Establish safe service business practices and promote Rivian standards of safety, cleanliness, and organization. Track and report on KPIs, guiding site leadership through the RIV EXCEL process to cascade accountability across shifts and departments. This role requires regular interaction with customers, families, and suppliers within facilities, on mobile routes, or at community events.
Required Qualifications
- 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
- 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
- Able and flexible to travel as needed
- 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
Desired Qualifications
- 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
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