Principal, Service Technical Intelligence

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.

This is a senior, high‑impact individual contributor role for a deeply technical leader, acting as the primary bridge between our Field Service operations, Technical Service Operations, and RV Tech (Diagnostic, Firmware, Vehicle SW) engineering teams. Technicians are the main customer of our Diagnostic tools and this individual will understand the end‑to‑end difficulties they face in their roles while translating feedback with technical nuance to our cross‑functional teams.

This position was created to establish a robust feedback loop from the Field, ensuring that complex diagnostic issues are not just logged, but are synthesized, translated, and driven back to Diagnostic and supporting engineering teams in partnership with Technical Service Operations. This role will drive iteration of diagnostic tools and the technical knowledge base in the Field with a heavy emphasis on automation via AI, ultimately enabling long‑term technician productivity growth.

• Drive the technical feedback loop from the Field to internal and external stakeholders: design and operate the process for intaking complex, ambiguous, and high‑impact diagnostic technical Field issues. Use your deep engineering expertise to diagnose systemic patterns, translate them into precise engineering‑level problem statements, and present synthesized findings and recommendations directly to RV Tech (Diagnostic, Firmware, Vehicle SW), and supporting engineering teams in partnership with stakeholders in Technical Service Operations (TSO), Programs (Service Support).
  
  Develop impactful, stable, and user‑friendly diagnostic tools for our technicians, be the bridge between the Field, TSO, and our key engineering teams and drive KPI performance around time‑to‑diagnose and adjacent diagnostic efficiency metrics.
• Develop and scale the engineering knowledge framework: lead the creation of a sophisticated, scalable internal knowledgebase. This is not a simple "wiki" role; you will define the architecture for how we codify the engineering principles and deep system behaviors behind complex issues, turning core engineering knowledge into reusable, teachable content that provides high‑level context for technicians.
• Identify and translate systemic failure patterns: go beyond individual repair cases to identify broader patterns in field data. You will analyze diagnostic data, technician feedback, and vehicle data to find the "signal in the noise," flagging issues for Service Engineering. Ensure data—including input from technicians, structure, and consolidation—enables accurate and high‑impact AI and automated diagnostic tools.
• Address critical field issues and support prioritization: partner with Program Managers, TSO to ensure the most critical field‑discovered issues are accurately represented and prioritized in the Service‑to‑Engineering feedback loop. Ensure failure and diagnostic data are appropriately organized, structured, and most importantly, analyzed to drive this feedback. Likewise, partner with and ensure TSO and internal stakeholders to rapidly and effectively respond to critical issues including repair procedures, technician knowledge base, and Fixed‑Right‑First‑Time.

• Minimum 10 years of progressive, hands‑on experience in a senior or principal‑level role within vehicle engineering, firmware/software systems, vehicle diagnostics, or highly technical service engineering.
• A background as a senior engineering manager, principal engineer, or systems architect is strongly preferred.
• Expert‑level, hands‑on mastery of complex integrated systems (e.g., vehicle systems, avionics, robotics) and a…