Service Supervisor Jobs in California

Uphold the Customer Experience

• Champion and uphold Rivian's world-class service standards, meticulously executing every customer touchpoint from arrival to departure to be welcoming, intuitive, and memorable.

• Serve as the ultimate ambassador of the Rivian brand, embodying our values and ensuring every customer interaction reflects our commitment to excellence and adventure.
• Champion the voice of the customer, using feedback to relentlessly refine and elevate the service experience in line with company standards.

• Act as the primary point of contact for complex customer situations, resolving issues with grace, empathy, and a commitment to restoring owner confidence.

Oversee Front-of-House Operations

• Direct intake and checkout flows to address all customer concerns with the highest level of responsiveness and attention, embodying an automotive hospitality approach.

• Guide thoughtful responses to customer inquiries and escalated operational failures in a timely fashion, applying sound problem-solving skills to maintain a high standard of quality for our customers.
• Ensure the accurate translation of customer-reported concerns into clear, actionable work orders for technicians to complete.

• Orchestrate communication of estimated completion times, regular updates, and thorough follow-through on each customer vehicle.

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  Analyze service lapses that impact customer experience and collaborate with supervisors to implement improvements.

• Oversee the administration of new and used vehicle warranty repairs in accordance with manufacturer warranty guidelines.

• Ensure all operations meet the requirements of state and federal law for automobile repair and consumer protection.

Lead & Inspire Your Team

• Build, coach, and lead high-performing teams of Service Advisors and Parts Advisors, fostering an inspirational culture of hospitality, precision, and collaboration.

• Develop your team's talent, providing the training, tools, and empowerment they need to act as true advocates for our owners.
• Actively manage team performance, providing regular feedback, conducting performance reviews, and maintaining a strong understanding of each team member's strengths and development areas.
• Directly oversees front of house and service support functions, 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.
• Rally your team around a shared vision of exceptional service, celebrating successes and fostering a deep sense of pride and purpose in their work.
• Cultivate an inclusive and positive environment where team members feel supported, valued, and motivated to perform at their best.
• 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 (Collision Centers/Rental Cars (FOH))

Master On-Site Parts & Inventory

• Direct the flow of parts and materials with precision, ensuring the right components are in the right place at the right time, every time.

• Execute a flawlessly efficient inventory system with relentless accuracy, ensuring the production team is supported with immediate parts availability.

• Manage on-site parts logistics, anticipating the needs of the workshop and orchestrating the flow of components to eliminate any downtime for technicians.

• Analyze inventory data and performance metrics to continuously optimize for efficiency, accuracy, and cost-effectiveness.

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  5+ years of leadership experience in a high-touch, customer-obsessed environment such as premium hospitality, luxury retail, or a top-tier service organization.

• High School Diploma, GED, or other recognized high school equivalency credential required.
• Bachelor's degree or equivalent experience in a relevant field is preferred
• Demonstrated experience in inventory management and internal logistics.
• Proven ability to lead, coach, and inspire teams to deliver exceptional results in a fast-paced environment.

• Strong proficiency with digital tools, including Customer Relationship Management (CRM) and inventory management systems.

This is who you are:

• A Gracious Host: You possess a natural, profound sense of hospitality and empathy, making everyone feel instantly welcome and cared for.

• An Executor of Excellence: You have a meticulous eye for detail and a deep passion for flawless execution of established standards.
• An Inspiring Coach: You know how to build and rally a team, unlocking their potential and inspiring them to achieve greatness together.
• A Strategic Operator: You are a master of process and efficiency, able to orchestrate complex operations with precision and foresight.

• An Unflappable Leader: You handle pressure with grace and confidence, navigating challenges with a calm, solutions-oriented mindset.

Physical Demands:

• 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
• 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
• Up to 25% travel may be required

• 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.