Sr. Diagnostic Specialist – South San Francisco, CA

Role Summary:

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The Diagnostic Specialist role leverages each part of the knowledge, skill and experience that comes from a professional career in the Automotive Service Industry.

 

This role seeks the Diagnostics Professional aimed towards helping resolve customer concerns using high quality diagnostic processes and techniques. Your attention to detail and focus on quality will have led you to developing a deeper understanding of core systems and technologies than would be required to simply “repair to the concern”. Having adopted and then exhibiting a “Continuous Improvement” mindset, is what drives the Diagnostic Specialist to integrate the many facets of their abilities in complex diagnostics with the connected vehicles being produced today.

 

These efforts come together to provide the consumer with a service experience rarely found in the automotive industry. Responsibilities will include utilizing your knowledge and training in support of the local Service team, comprising of a primary focus on upleveled diagnostic support given to both direct “In-Service/Hands On” diagnostics as well as “pre-appointment” service planning, and continues through diagnostic content collection, reporting, engaging cross-functional team responsibilities, and business partner development. This role will be located in South San Francisco, CA.

 

Responsibilities:

  • Provide diagnostic support to Field Service Teams using a combination of technical understanding specific to Rivian products, experience with integrated automotive systems, use of specialized diagnostic tools, and logged vehicle data review.
  • “Hands-on” Low voltage and HV diagnostic support
  • Producing high quality documentation in both Service Support and Engineering document systems.
  • Communicate effectively with business partners in support of Service needs.
  • Aid Field Service in the production of pre-appointment service plans where more advanced diagnostic support is needed.

 

  • Evaluate and perform remote repairs to concerns that have been determined to be safe and effectively performed without local access to the vehicle.
  • Support an industry leading customer repair experience through integration of elevated diagnostic support in the local Service operation workspace.
  • Work closely with customer support teams to train and empower agents in conducting live diagnostics on common vehicle issues; as well as addressing customer concerns related to expected vehicle behavior.
  • Support systems and processes that capture “feedback” that will in turn aid in product quality improvements.
  • Create a culture of collaboration with individuals, cross functional teams, and leadership by encouraging feedback and open communication.
  • Hours of operation are business partner focused and are expected to reflect within the current operational needs for the service location/region.

 

Qualifications:

  • 8+ years of experience in automotive industry or automotive repair, with an emphasis on mechanical, thermal, electrical, data processing and systems integration.
  • Fundamental “working knowledge” and “hands-on” experience diagnosing electronic concern with and without OBD/DTC support.
  • Fundamental knowledge and experience diagnosing CAN, LIN and other network architectures, such as I2C and A2B.
  • Familiarity with terminal interfaces, scripting languages and experience reading computer code is a plus.

 

  • Extensive knowledge of and experience with diagnosing and repairing mechanical and thermal systems.
  • Ability to understand, build and promote the benefits of utilizing structured processes.
  • Experience with customer support or customer relations.
  • Excellent written and oral communication skills.
  • Experience working as, or with Business Partners, and understands the role responsibilities a Business Partner must possess.
  • Disciplined work ethic.
  • Self-motivated, and encouraging of others.
  • Able to work efficiently in small groups, large groups as well as individually.
  • Ability to work effectively under pressure or within tight time limits.
  • Physical exertion may be required to perform occupational tasks (sitting, standing, walking, bending, kneeling, carrying, reaching, 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 on internal partners.
  • Experience with logistics or parts ordering systems is a plus.
  • Experience analyzing large data sets is encouraged.
  • Competent computer and typing skills required.
  • Appropriate interpersonal style and communication needed to work effectively with internal and external partners.
  • Ability to travel as needed.
  • Ability to support cross-functional teams both remotely and through on-site interactions.
  • Extremely detail oriented.
  • International / Cross Platform / Multi-brand and EV experience recommended.
  • Experience in a Start-up environment is a plus.
  • A.S.E. Certifications – Current (or prior) is a plus.

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