Sr. Service Quality Engineer

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.

As a Sr. Service Quality Engineer, you will serve as the critical link between our customers on the road and our Engineering, Manufacturing, and Reliability teams. You will play a pivotal role in enhancing the quality and reliability of Rivian products by acting as the voice of the customer. You will identify, elevate, and lead investigations relating to critical emerging product issues in the field.

This position demands a proactive individual that is able to collaborate with diverse technical experts to solve complex problems, utilizing first-principles thinking to uphold Rivian's quality standards and ensure vehicle safety.

• Utilize advanced data analytical techniques on field warranty data, Field Product Reports, social media and Lemon Law cases to proactively identify and upscale emerging product issues and trends.
• Support PDI and represent Service organization for new product launches, ensuring early detection and containment of new model quality concerns while acting as the voice of the customer.
• Identify and prioritize top PDI issues, partnering with key issue owners to drive swift resolution and corrective actions.
• Monitor and analyze PDI performance metrics over time, providing visibility into quality trends and the effectiveness of improvement initiatives.
• Triage Field Product Reports by evaluating the failure mode, severity, and safety/compliance risks, working directly with appropriate teams to implement solutions and authorize component failure analysis, engineering investigations and containment actions.
• Actively participate in and drive cross-functional technical reviews and problem-solving sessions relating to product quality concerns.
• Identify and support the implementation of process improvements across Manufacturing, PDI, and Service Operations to directly enhance product quality.
• Maintain and execute quality validation drive protocols for Lemon Law repurchased vehicles to validate repair effectiveness and ensure vehicles meet all quality standards for resale, preventing repeat repurchases.
• Provide technical expertise and data analysis to support investigations and escalations related to Lemon Law vehicle repurchase claims.
• Guide the execution of Field Service Actions by providing technical insights and lessons learned from applicable Engineering Investigations.

• Bachelor's degree in Engineering (e.g., Mechanical, Electrical, Automotive), Automotive Technology, or a closely related technical field is required.
• Requires 3-5 years of experience within an automotive quality or service support organization, specifically managing technical feedback loops between field operations and design engineering teams.
• Ability to collect, analyze, and interpret complex field data (warranty claims, Field Product Reports) to identify emerging trends.
• Demonstrated ability to manage many different issues concurrently and prioritize based on impact and urgency.
• Technical understanding of automotive systems (e.g., electrical, mechanical, software) and vehicle diagnostics.
• Ability to properly identify product liability concerns.
• Knowledge of Federal Motor Vehicle Safety Standards (FMVSS) and their application to vehicle design, manufacturing, and recall processes.
• Prior experience in automotive quality, reliability engineering, manufacturing, or field service operations.
• Excellent written and oral communication skills to explain complex problems to a vast audience.
• Possesses passion to provide exceptional customer service and ownership experience.
• Experience in SQL, Python, JIRA, Smartsheet, Google Drive, and Excel is a plus.
• ASE Certifications (A1-A8) are preferred but not required.
• Willingness to work in a strong cross functional environment.
• Ability to stand, sit, or walk for 8-10 hours per day.
• Required to communicate using phone and/or e-mail.
• Ability to view, read, and interpret documents.
• Ability to perform all duties in an office environment that may contain ambient noise and temperature fluctuations.

The salary range for this role is $98,500 to $123,100 for Illinois and Michigan based applicants. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee's position within the salary range will be based on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, experience, skills, geographic location, shift, and organizational…