Manager, Charging Field Service Operations - Torrance, United States - Rivian

Description

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 Rivian's Charging Field Service Operations team is responsible for performing on-site commissioning, diagnostics, repairs, preventative maintenance, and campaign work to keep Rivian's internal and external charging networks operating flawlessly for customers.

We are looking for an experienced Manager who will lead an existing and growing team of front-line Supervisors, Field Service Technicians, and Field Engineers.

The Manager of Charging Field Service Operations will report to the Director, Charging Service Operations.

Responsibilities Be a good human, build an excellent team, and deliver at scale by:

promoting collaboration; modeling empathy, integrity and humility; embracing innovation while driving accountability; and, navigating ambiguity via sound judgement Manage a team of Field Service Supervisors, Technicians, and Field Engineers responsible for commissioning, corrective maintenance, planned maintenance, and campaign work on internal and customer-facing Rivian charging networks Hire and develop team talent Collaborate with your teams and leadership to refine and decide on internal targets for Field Service Operations, including case and work order management metrics, system performance metrics, and financial metrics, and ensure targets are met or exceeded Serve as a key cross-functional leader as we collectively create and operate seamless charging experiences in collaboration with Go-to-Market, Product, Engineering, Manufacturing, Deployment, and Service Operations teams including the Network Operations Center, Dispatch & Logistics, and Field Engineering Provide operational requirements and feedback loops as we continue to build and improve support functions and tools to operate fielded systems (e.g., digital systems, case management system, charging system software, etc.) Collaborate on fault trend analysis and systematic improvements in proactive service operations Manage day-to-day Charging Field Service Operations activities and perform additional responsibilities as assigned, including managing rotating weekend and holiday on-call coverage Drive continuous improvement in Field Service Operations and charging network reliability through data-informed operations and decision making Perform other duties as required or assigned Qualifications Bachelor's or Master's degree in Operations, Information Technology/Systems, Electrical or Mechanical Engineering, Business Administration, Management, or related discipline.

Equivalent experience will be considered.

6+ years of relevant experience including at least 2 years managing direct reports 2+ years of experience in the EVSE industry Demonstrated experience upholding robust safety standards, and improving procedures based on learning to make work safer for the team Understanding of charging standards and protocols:
OCPP, ISO 15118, CCS, J1772, NACS, etc.

Understanding of the NEC codes that relate to commercial installation and certification of NFPA 70E Understanding of high, medium, and low voltage system components Familiar with IoT networking systems configuration Ability to operate in several different software platforms for tracking, reporting, and communication including Salesforce, JIRA, Confluence (wiki), MS Office, Slack Ability to read and understand design schematics, construction documents, and technical repair guides.

Excellent time management and logistics skills, including coordinating travel and provisioning in collaboration with Dispatch & Logistics to ensure work is completed within contractual SLA periods Experience using case management tools (e.g., Salesforce, ZenDesk, ServiceNow, etc.)

Excellent written and oral communication skills Team player mentality, with a willingness to assist and team others on the team Proven track record of successful problem-solving skills with a strong sense of ownership and urgency Valid driver's license in good standing Required to communicate using telephone, email, and other digital means of communication.

Ability to use hand tools, diagnostic equipment (digital multi-meter, power meter, etc.), laptop/table, smartphone Ability to view, read, and interpret documents including operating and maintenance instructions, safety guidelines, etc.

Comfortable carrying/moving tools and equipment up to 60-lbs. unassisted Ability to stand for 8-10 hours per day The ability to travel up to 50% Pay Disclosure Salary Range/Hourly Rate for California Based Applicants:
$135,000 to $169,000 (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 employees, their spouse or domestic partner, and children up to age 26.

Coverage is effective on the first day of employment, and Rivian covers most of the premiums.

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 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.

Bachelor's or Master's degree in Operations, Information Technology/Systems, Electrical or Mechanical Engineering, Business Administration, Management, or related discipline. Equivalent experience will be considered.

6+ years of relevant experience including at least 2 years managing direct reports 2+ years of experience in the EVSE industry Demonstrated experience upholding robust safety standards, and improving procedures based on learning to make work safer for the team Understanding of charging standards and protocols:
OCPP, ISO 15118, CCS, J1772, NACS, etc.

Understanding of the NEC codes that relate to commercial installation and certification of NFPA 70E Understanding of high, medium, and low voltage system components Familiar with IoT networking systems configuration Ability to operate in several different software platforms for tracking, reporting, and communication including Salesforce, JIRA, Confluence (wiki), MS Office, Slack Ability to read and understand design schematics, construction documents, and technical repair guides.

Excellent time management and logistics skills, including coordinating travel and provisioning in collaboration with Dispatch & Logistics to ensure work is completed within contractual SLA periods Experience using case management tools (e.g., Salesforce, ZenDesk, ServiceNow, etc.) Excellent written and oral communication skills Team player mentality, with a willingness to assist and team others on the team Proven track record of successful problem-solving skills with a strong sense of ownership and urgency Valid driver's license in good standing Required to communicate using telephone, email, and other digital means of communication.

Ability to use hand tools, diagnostic equipment (digital multi-meter, power meter, etc.), laptop/table, smartphone Ability to view, read, and interpret documents including operating and maintenance instructions, safety guidelines, etc.

Comfortable carrying/moving tools and equipment up to 60-lbs. unassisted Ability to stand for 8-10 hours per day The ability to travel up to 50%

Be a good human, build an excellent team, and deliver at scale by: promoting collaboration; modeling empathy, integrity and humility; embracing innovation while driving accountability; and, navigating ambiguity via sound judgement Manage a team of Field Service Supervisors, Technicians, and Field Engineers responsible for commissioning, corrective maintenance, planned maintenance, and campaign work on internal and customer-facing Rivian charging networks Hire and develop team talent Collaborate with your teams and leadership to refine and decide on internal targets for Field Service Operations, including case and work order management metrics, system performance metrics, and financial metrics, and ensure targets are met or exceeded Serve as a key cross-functional leader as we collectively create and operate seamless charging experiences in collaboration with Go-to-Market, Product, Engineering, Manufacturing, Deployment, and Service Operations teams including the Network Operations Center, Dispatch & Logistics, and Field Engineering Provide operational requirements and feedback loops as we continue to build and improve support functions and tools to operate fielded systems (e.g., digital systems, case management system, charging system software, etc.) Collaborate on fault trend analysis and systematic improvements in proactive service operations Manage day-to-day Charging Field Service Operations activities and perform additional responsibilities as assigned, including managing rotating weekend and holiday on-call coverage Drive continuous improvement in Field Service Operations and charging network reliability through data-informed operations and decision making Perform other duties as required or assigned