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RIVIAN HEAD OF SERVICE TALKS GROWTH WITH 34 SERVICE CENTERS NOW OPEN

⚡️ Detroit, MI ⚡️

By Rivian

May 1^st, 2023

We celebrated the opening of our 34th Service Center, the latest in our plan to double our service footprint across the US and Canada this year.

Our new Service Center in Metro Detroit opened to the public this week. As with all our Service Centers, Rivian customers will be able to take delivery of their vehicles, schedule demo drives and receive onsite vehicle service.

Find a service center near you.

RIVIAN HEAD OF SERVICE TALKS GROWTH WITH 34 SERVICE CENTERS NOW OPEN

We are continuing to grow our service infrastructure alongside our technology platforms that allow us to expand mobile service and 24/7 remote support to create a seamless experience of vehicle care for our community of owners.

RIVIAN HEAD OF SERVICE TALKS GROWTH WITH 34 SERVICE CENTERS NOW OPEN

RIVIAN HEAD OF SERVICE TALKS GROWTH WITH 34 SERVICE CENTERS NOW OPEN

RIVIAN HEAD OF SERVICE TALKS GROWTH WITH 34 SERVICE CENTERS NOW OPEN

We spoke with Noe Mejia, Rivian’s VP of Service Operations, about Rivian’s service strategy, growing our operations and how we’re training the next generation of service technicians.

“A huge thanks to our team, existing customers, and soon-to-be customers for supporting Rivian and welcoming us into the community.”

Noe Mejia Rivian VP of Service Operations

RIVIAN HEAD OF SERVICE TALKS GROWTH WITH 34 SERVICE CENTERS NOW OPEN

What is Rivian’s approach to service?

Noe: We are direct-to-consumer, and we own and operate our service footprint. Our mobile service vehicles can handle a majority of repairs on Rivian vehicles and our service centers are equipped for bumper-to-bumper service and repair of our R1 customer vehicles, as well as commercial van customers. We take a mobile-service-first approach, ensuring we make service to our customers as convenient as possible.

What would you say sets Rivian apart when it comes to vehicle service?

Noe: What's special is our Service Centers, mobile service vans, 24/7 Rivian Service Support phone line and app, and parts distribution points are staffed and equipped by Rivian-trained employees and equipment.

“Using a suite of sensors and our diagnostics platform, we’re able to proactively identify and resolve many issues remotely.”

How does a mobile-first, digital-first customer support platform work?

Noe: Using a suite of sensors and our diagnostics platform, we’re able to proactively identify and resolve many issues before visiting your Rivian or bringing it in to service. In some cases, we can address the issue remotely. When we have to visit or bring the vehicle in for service, we are able to better equip the service teams with parts and preliminary diagnostics to speed up the repair process.

How is our service rollout part of our broader go-to-market approach?

Noe: We view service as a key pillar of the Rivian ownership experience. We select Service Center placement in areas that can get us closest to our customers. We also appreciate that some customers live in remote locations. As we grow our footprint to get closer to all customers, we bridge current gaps in service coverage by offering mobile service whenever possible.

“The service team, mobile service fleet, and service center footprint are planned to double in capacity this year.”

What is servicing a Rivian vehicle like today and what might it look like five years from now?

Noe: Today we have a great blend of mobile service and Service Centers to serve our customers. We have a great foundation of remote diagnostic capabilities and mobile app service functionality. Five years from now, our mobile service and Service Center fleet will be much closer to our customers in all areas. Even more repairs and issues will be addressed remotely and with mobile service, reducing the need to come into a Service Center unless the customer prefers to do so. Our mobile app will also have a host of customer-friendly capabilities such as self-scheduling and advanced issue capture and reporting.

How are we growing Service this year?

Noe: The service team, mobile service fleet, and Service Center footprint are planned to more than double in capacity this year, as we enter new markets and enable higher volume support to our customers.

As the industry goes electric, how is Rivian ensuring the service team has the right skills?

Noe: We hire top technicians and put them through extensive in-house training programs. This makes sure that the highly skilled workforce we hired achieves proficiency in complex high voltage and Rivian-specific diagnostics and repair. We consider training to be an ongoing part of employee development. Once our technicians establish a Rivian technical product knowledge & high voltage foundation, we continuously update their skills through training on the latest tech, tooling, operating systems, procedures, and diagnostic techniques. In parallel, we are also developing apprenticeship programs and trade school partnership to ensure we have a long-term pipeline of high potential employees to fulfill the future needs of our service team.

“We hire top technicians and put them through extensive in-house training programs.”

What’s it like to see Rivian expanding in Detroit and the growing excitement for our vehicles?

Noe: It has been very exciting, and we have been super fortunate to have an enthusiastic customer and employee base here in Michigan. Not only is this new Service Center expanding to serve our consumer and commercial customers in the Detroit area at a local level, but we are also growing our Plymouth, Michigan-based team, which supports 24/7 roadside assistance and service support. We have been hiring from a great pool of local automotive and service support talent to best meet the needs of our customers.

Anything you’d like to say to the new teams and vehicle owners in Detroit?

Noe: A huge thanks to our team, existing customers, and soon-to-be customers for supporting Rivian and welcoming us into the community. We are looking forward to seeing you in our Service Centers or at your favorite location for a mobile service visit.

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