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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.
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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
Lead the Parts Response Team responsible for triage, review, and ultimately resolution for part issue escalations. Role requires high levels of initiative, cross functional problem solving, and leadership capability.
Responsibilities
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- Manage team to ensure incoming tickets are triaged, assigned, and escalated appropriately. \n
- Ensure team is managing effective and timely ticket resolution within established metrics. \n
- Facilitate cross-functional communication with relevant stakeholders within ticket(s), ensuring all necessary parties are engaged to drive efficient ticket resolution. \n
- Work closely with Program Manager to conduct RCCA (root cause corrective action analysis) on complex cases to optimize resource allocation, prevent future occurrence and establish long-term solutions. \n
- Provide weekly reporting/trends to improve traceability of error categories, support teams’ actions, and overall performance over time, while also hosting weekly syncs to minimize risk of unresolved aged support cases \n
- Continuously monitor behavioral/ input trends to propose automation requests and feature enhancements that contribute to support platform improvements. \n
- \nAs the Team lead you will be supporting the day-to-day work in support of:
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- \nReview and investigate part inquiries escalated from service centers and external 3rd party providers in support of part related issues, concerns, or escalations related to:
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- Part pedigree \n
- Interchangeability \n
- SBOM Release \n
- Part selection \n
- Backorders \n
- Up levels \n
- Product Inventory \n
\n - Intake and escalate part quality issues reported from internal and field facing teams. \n
- Coordinate efforts required to quarantine affected parts, escalate to supplier quality, and ensure start to end containment with resolution in place. \n
- Will require strong cross collaboration with Design Engineering, Manufacturing, Quality, and both Production and Service NPI teams. \n
- \nAble to traverse multiple data sets in support of issue resolution including:
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- SAP \n
- Internal Rivian managed data sets related to Vehicle Genealogy and part usage. \n
\n - Review Engineering, Service, and Manufacturing Change Actions in support of part escalations, as well as reviewing and analyzing engineering part drawings. \n
\n - \nReview and investigate part inquiries escalated from service centers and external 3rd party providers in support of part related issues, concerns, or escalations related to:
- Work with urgency and thoroughness to identify, direct, and correct issues as they are escalated. \n
- Role will require attention to detail, excellent time management, and strong communication. \n
Qualifications
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- BS in Engineering, Automotive Technology, or similar technical degree. \n
- Ability to manage multiple projects across varying geographic locations simultaneously. \n
- Willingness to work in a strong cross functional environment reliant on daily collaboration with internal and external teams. \n
- Technical and professional skills in job-related area required. \n
- Able to work efficiently under high amount of work/stress. \n
- High level analytical ability where problems are unusual and complex. \n
- Expertise in Jira/Confluence as well as ENOVIA a plus. \n
Equal Opportunity
\nRivian 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.
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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 candidateaccommodations@rivian.com.
\nCandidate Data Privacy
\nRivian 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.
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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.
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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.
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Please note that we are currently not accepting applications from third party application services.
