Rivian
Field Service Advisor - South San Francisco, CA
Rivian, South San Francisco, California, us, 94083
Field Service Advisor – South San Francisco, CA
Rivian is on a mission to keep the world adventurous forever. This role is for a Service Advisor – the central point of contact and trusted guide for our owners throughout their service experience. It requires a deeply empathetic and brand‑focused individual who thrives on creating positive interactions and seamless processes.
Responsibilities
Serve as the primary point of contact for owners, managing the service experience from initial appointment scheduling to vehicle handover.
Listen actively to understand owner concerns, accurately document them in the repair order, and set clear expectations for the visit.
Translate technical information from technicians into simple, understandable language for owners.
Proactively communicate updates on vehicle status, manage timelines, and ensure a transparent process.
Coordinate with the Parts and Production teams to ensure all aspects of the service visit are aligned.
Prepare and explain estimates and invoices with clarity and accuracy.
Ensure every owner leaves feeling cared for, confident in the work performed, and more connected to the Rivian brand.
Manage internal systems to maintain impeccable records of all customer communications and repairs, ensuring all performance metrics are met or exceeded.
Uphold Rivian's standards for hospitality, presentation, and process in every interaction.
Act as the on‑site liaison between Rivian’s centralized Service Support Operations Center and local Service Center operations.
Support the launch and setup of new Service Center locations, training initiatives, and process improvements.
Assist in warranty repairs and ensure compliance with state and federal automotive repair laws.
Manage relationships with third‑party vendors, documenting work orders and coordinating with the production team to ensure seamless after‑hours service completion.
Interact regularly 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 or GED is required.
Must be at least 21 years old.
Must possess a valid driver’s license and maintain a clean driving record.
Must be available for a 40‑hour work week, which may include weekends, holidays, and varied shifts based on business needs.
Proficient with laptops, computers, and modern software suites (Windows, Google Workspace, Mac, CRM systems, etc.).
Exceptional organizational skills, meticulous attention to detail, and a passion for creating order.
Outstanding written and verbal communication skills in English.
Ability to perform physical tasks such as standing or sitting for extended periods, and walking the service facility.
Experience
Experience in a customer‑facing role is required. Backgrounds in hospitality, retail, or fast‑paced, system‑driven restaurants are highly valued.
Automotive service experience is a plus but not a prerequisite for entry‑level roles.
Proven ability to de‑escalate sensitive situations and resolve customer concerns with empathy and professionalism.
Experience managing complex scheduling, billing, and work order systems is a plus.
Spectrum Of Advisor Skills
Customer Engagement & Hospitality – foundational skills include a warm, professional demeanor and the ability to follow established communication guidelines.
Technical Acumen & Translation – ability to bridge the communication gap between the technician and the owner.
Process & Systems Management – manage the entire service workflow, from booking appointments to closing out work orders.
Problem Resolution & De‑escalation – calm, confident presence capable of de‑escalating complex customer issues.
Brand Ambassadorship – stewardship of the Rivian brand, delivering an experience that consistently reinforces brand loyalty.
Pay Disclosure Salary Range/Hourly Rate for California‑Based Applicants: $22.72 – $49.05 per hour (actual compensation will be determined based on experience, location, and other factors permitted by law).
Benefits Summary 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.
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.
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 tracking interactions with our recruiting system; carrying out, analyzing and improving our application and recruitment process; assessing you and your application; conducting employment, background, and reference checks; establishing an employment relationship; complying with legal obligations; recordkeeping; ensuring network and information security; preventing fraud; and as otherwise required or permitted by applicable law. Rivian may disclose your Candidate Personal Data to internal personnel, Rivian affiliates, and service providers including background check, staffing, and cloud services. Rivian may transfer or store your Candidate Personal Data internationally, including to the United States, Canada, the United Kingdom, and the European Union, and in the cloud.
Additional Information Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation covered by the Americans with Disabilities Act, please email us at candidateaccommodations@rivian.com for accommodations during the application process.
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Responsibilities
Serve as the primary point of contact for owners, managing the service experience from initial appointment scheduling to vehicle handover.
Listen actively to understand owner concerns, accurately document them in the repair order, and set clear expectations for the visit.
Translate technical information from technicians into simple, understandable language for owners.
Proactively communicate updates on vehicle status, manage timelines, and ensure a transparent process.
Coordinate with the Parts and Production teams to ensure all aspects of the service visit are aligned.
Prepare and explain estimates and invoices with clarity and accuracy.
Ensure every owner leaves feeling cared for, confident in the work performed, and more connected to the Rivian brand.
Manage internal systems to maintain impeccable records of all customer communications and repairs, ensuring all performance metrics are met or exceeded.
Uphold Rivian's standards for hospitality, presentation, and process in every interaction.
Act as the on‑site liaison between Rivian’s centralized Service Support Operations Center and local Service Center operations.
Support the launch and setup of new Service Center locations, training initiatives, and process improvements.
Assist in warranty repairs and ensure compliance with state and federal automotive repair laws.
Manage relationships with third‑party vendors, documenting work orders and coordinating with the production team to ensure seamless after‑hours service completion.
Interact regularly 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 or GED is required.
Must be at least 21 years old.
Must possess a valid driver’s license and maintain a clean driving record.
Must be available for a 40‑hour work week, which may include weekends, holidays, and varied shifts based on business needs.
Proficient with laptops, computers, and modern software suites (Windows, Google Workspace, Mac, CRM systems, etc.).
Exceptional organizational skills, meticulous attention to detail, and a passion for creating order.
Outstanding written and verbal communication skills in English.
Ability to perform physical tasks such as standing or sitting for extended periods, and walking the service facility.
Experience
Experience in a customer‑facing role is required. Backgrounds in hospitality, retail, or fast‑paced, system‑driven restaurants are highly valued.
Automotive service experience is a plus but not a prerequisite for entry‑level roles.
Proven ability to de‑escalate sensitive situations and resolve customer concerns with empathy and professionalism.
Experience managing complex scheduling, billing, and work order systems is a plus.
Spectrum Of Advisor Skills
Customer Engagement & Hospitality – foundational skills include a warm, professional demeanor and the ability to follow established communication guidelines.
Technical Acumen & Translation – ability to bridge the communication gap between the technician and the owner.
Process & Systems Management – manage the entire service workflow, from booking appointments to closing out work orders.
Problem Resolution & De‑escalation – calm, confident presence capable of de‑escalating complex customer issues.
Brand Ambassadorship – stewardship of the Rivian brand, delivering an experience that consistently reinforces brand loyalty.
Pay Disclosure Salary Range/Hourly Rate for California‑Based Applicants: $22.72 – $49.05 per hour (actual compensation will be determined based on experience, location, and other factors permitted by law).
Benefits Summary 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.
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.
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 tracking interactions with our recruiting system; carrying out, analyzing and improving our application and recruitment process; assessing you and your application; conducting employment, background, and reference checks; establishing an employment relationship; complying with legal obligations; recordkeeping; ensuring network and information security; preventing fraud; and as otherwise required or permitted by applicable law. Rivian may disclose your Candidate Personal Data to internal personnel, Rivian affiliates, and service providers including background check, staffing, and cloud services. Rivian may transfer or store your Candidate Personal Data internationally, including to the United States, Canada, the United Kingdom, and the European Union, and in the cloud.
Additional Information Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation covered by the Americans with Disabilities Act, please email us at candidateaccommodations@rivian.com for accommodations during the application process.
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