Field Service Parts Advisor I

Rivian • Salt Lake City, UT

120d

About The Position

The Parts Advisor 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. If you're able to think quickly on your feet, love to solve operational problems, possess high level of organization and attention to detail, and have a passion for adventure, then we want you on the team. You will be working with our internal partners every day to assist with service needs and coordinate with our Regional Parts Specialists, Technicians, Advisors, and local Management. This role will require a dynamic and resourceful leader with excellent communications skills, who will foster cross functional interaction and champion a culture of continuous improvement to support Service teams and customers within a Service center. To be successful in this role, you must have a customer-first approach, thrive in ambiguous and unexpected environments, tackling all challenges with a creative and flexible mindset. Experience in parts management, process standardization, continuous improvement, and managing escalations is a plus.

Requirements

• Exhibits patience, empathy, attention to detail, and a passion for problem-solving
• Strong written and verbal communication skills with an ability to translate customer needs
• Basic mathematic skills to prepare and transact estimates and payments
• Physical exertion may be required to perform occupational tasks (sitting for 8 or more hours in a day, standing for up to two hours at a time for 8 or more hours a day, walking, bending, kneeling, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 85 lbs)
• Frequent use of hands for purposes of 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
• No driving related suspensions or revocation of Driver License (within a 3-5 year period)

Responsibilities

• The ability and willingness to learn and gain an understanding of documentation requirements
• Understands all pay types (Goodwill, Customer Pay, Internal, etc.) and use cases
• Should have basic knowledge of the Rivian Warranty manual
• Be able to find definitions, terms and use cases for each type
• Should be comfortable navigating through warranty documentation as the resource
• The ability and willingness to learn and gain an understanding of Rivian's maintenance scheduling
• Explain services and provide an exceptional customer experience
• Utilize and navigate the following programs and documentation - SharePoint, Warranty Manual, Write It Right and Rivian's proprietary systems
• The ability and willingness to learn about ordering, receiving, pre pulling, audits, returns and shipping of parts
• The ability and willingness to learn about Rivian's safety requirements
• Utilize a forklift in required areas for transporting and organization of parts
• List and explain the 5S stages and methodology
• Provide exceptional service to all customers using Rivian Guiding Principles

What This Job Offers

• Job Type: Full-time
• Industry: Transportation Equipment Manufacturing