Field Service Parts Advisor III

About the role

As a Parts Advisor at Rivian, you will be responsible for overdelivering on the internal customer experience at our service locations. The ideal candidate requires high levels of focus and initiative, deep understanding of service processes, go-getter attitude, great communication skills, and cross-team collaboration. You will work with internal partners every day to assist with service needs and coordinate with Regional Parts Specialists, Technicians, Advisors, and local Management. This role requires a dynamic and resourceful leader with excellent communication skills, who will foster cross-functional interaction and champion a culture of continuous improvement to support Service teams and customers within a Service center.

Responsibilities

• Demonstrate and execute the warranty return process
• Understand, explain, and execute the shipping process and how to package parts before final shipment
• Understand what channel planning is, and understand how channel planning works
• Understand, explain, and execute indirect purchasing through Coupa
• Understand and explain KPIs and metrics and their significance
• Identify and resolve common discrepancies in parts procurement, review for human error transactions and collaborate to improve processes and learn
• Communicate with technicians and leads to promote clear communication channels
• Participate in calls and/or huddles to collaborate on best and efficient ways to take care of customers
• Identify and order the correct part needed for any repair
• Source or look up and understand parts assemblies/subassemblies
• Physically and systematically receive parts and/or allocate back orders
• Physically and systematically BIN parts
• Understand, execute and explain the Rivian BIN scheme
• Identify damages, shortages, overages, incorrect parts, and no stock
• Utilize and navigate programs and documentation including SharePoint, Warranty Manual, Write It Right, and Rivian's proprietary systems
• Demonstrate and execute daily counts and understand the intended use of the tool
• Understand, execute and explain pre-pulling parts for upcoming appointments
• Understand all pay types (Goodwill, Customer Pay, Internal, etc.) and use cases
• Learn and gain an understanding of Rivian's maintenance scheduling
• Explain services and provide an exceptional customer experience
• Utilize a forklift in required areas for transporting and organizing parts
• Learn about Rivian's safety requirements
• List and explain the 5S stages and methodology
• Provide exceptional service to all customers using Rivian Guiding Principles

Qualifications

• High School Diploma, GED, or other recognized high school equivalency credential preferred
• Ability to prepare and disseminate effectively organized and coherent business communication while practicing established business norms
• Strong communication, organizational and time management skills
• Exhibits patience, empathy, attention to detail, and a passion for problem-solving
• Remains flexible and responsive to changing conditions
• Great attitude with a high-energy personality, excellent customer service skills, and able to multi-task and thrive in a fast-paced environment
• Basic mathematic skills to prepare and transact estimates and payments
• Physical exertion may be required: sitting for 8+ hours/day, standing up to 2 hours at a time for 8+ hours/day, walking, bending, kneeling, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 85 lbs
• Frequent use of hands for grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners
• Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics
• Minimum age of 21
• Must be available for a regular schedule of 40 hours a week, including weekends and holidays, according to business need; shifts may include evening, overnight, or early morning hours
• 2–3 years in a customer-facing service role, material handling/inventory management, or equivalent experience in a fast-paced environment or equivalent combination of education and experience

Pay

The hourly range for this role is $23.37 to $26.74 for Tennessee-based applicants. An employee’s position within the hourly 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 needs. The successful candidate may be eligible for an annual performance bonus.

Benefits

We offer a comprehensive benefits package for full-time and part-time employees, their spouse or domestic partner, and children up to age 26, including paid vacation, paid sick leave, and a competitive portfolio of insurance benefits (life, medical, dental, vision, short-term disability, and long-term disability). Eligible employees may also participate in Rivian’s 401(k) Plan and Employee Stock Purchase Program. Full-time employee coverage is effective on the first day of employment; part-time employee coverage begins the first of the month following 90 days of employment.