Field Service Parts Advisor III

Rivian•New York, NY

About The Position

The Parts Advisor is responsible for delivering an exceptional internal customer experience at Rivian service locations. The role works with internal partners daily to address service needs and coordinates with Regional Parts Specialists, Technicians, Advisors, and local Management. The position calls for initiative, strong communication, organizational skills, attention to detail, and a thorough understanding of service processes. The Parts Advisor is expected to be resourceful, collaborate across teams, help solve operational problems, and champion continuous improvement while supporting service teams and customers in a dynamic environment.

Requirements

High school diploma, GED, or other recognized high school equivalency credential preferred.
Ability to prepare and disseminate organized, coherent business communications while following established business norms.
Strong communication, organizational, and time-management skills.
Patience, empathy, attention to detail, problem-solving ability, and flexibility in response to changing conditions.
Positive, high-energy attitude, excellent customer-service skills, and ability to multitask in a fast-paced environment.
Basic mathematics skills for preparing and processing estimates and payments.
Ability to perform physical tasks that may include sitting for 8 or more hours per day; standing for up to two hours at a time for 8 or more hours per day; walking, bending, kneeling, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 85 pounds.
Frequent use of hands for grasping and using tools, entering data, writing communications, or calling customers or internal partners.
Ability to see, read, and interpret documents such as regulations, safety rules, operating and maintenance instructions, and schematics.
Minimum age of 21.
Availability for a regular 40-hour workweek, including weekends and holidays as business needs require; shifts may include evening, overnight, or early morning hours.
Two to three years in a customer-facing service role, material handling or inventory management, or equivalent; experience in a fast-paced environment or an equivalent combination of education and experience.

Nice To Haves

High school diploma, GED, or other recognized high school equivalency credential.

Responsibilities

Demonstrate and execute the warranty return process.
Understand, explain, and execute shipping processes, including packaging parts before shipment.
Understand channel planning and how it works.
Understand, explain, and execute indirect purchasing through Coupa.
Understand and explain KPIs, metrics, and their significance.
Identify and resolve common parts procurement discrepancies, review transactions for human error, and collaborate to improve processes.
Communicate with technicians and leads, and participate in huddles to coordinate efficient customer service.
Identify and order the correct part for each repair.
Source or look up parts and understand assemblies and subassemblies.
Physically and systematically receive parts and allocate back orders.
Physically and systematically BIN parts and understand, execute, and explain the Rivian BIN scheme.
Identify damages, shortages, overages, incorrect parts, and out-of-stock items.
Use and navigate SharePoint, the Warranty Manual, Write It Right, and Rivian proprietary systems.
Perform daily counts and understand the intended use of the counting tool.
Understand, execute, and explain pre-pulling parts for upcoming appointments.
Understand pay types, including Goodwill, Customer Pay, and Internal, and their use cases.
Learn and understand Rivian maintenance scheduling.
Explain services and provide an exceptional customer experience.
Use a forklift in required areas to transport and organize parts.
Learn and follow Rivian safety requirements.
List and explain the stages and methodology of 5S.
Provide exceptional service in accordance with Rivian Guiding Principles.