Field Service Parts Advisor III - Charlotte, NC

Rivian • Charlotte, NC

5d • Onsite

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 and coordinates with Regional Parts Specialists, Technicians, Advisors, and local Management to support service needs. The successful candidate will be resourceful, organized, detail-oriented, communicative, and able to solve operational problems in a fast-changing environment. The position calls for cross-functional collaboration and continuous improvement, with a customer-first approach and a flexible mindset. The scheduled shift is 10:00 a.m. to 7:00 p.m.

Requirements

• High school diploma, GED, or other recognized high school equivalency credential preferred.
• Ability to prepare and disseminate effectively organized, coherent business communications while following established business norms.
• Strong communication, organizational, and time-management skills.
• Patience, empathy, attention to detail, and a passion for problem-solving; flexibility and responsiveness to changing conditions.
• Positive, high-energy attitude, excellent customer-service skills, and ability to multitask in a fast-paced environment.
• Basic math skills to prepare and transact estimates and payments.
• Ability to perform the stated physical tasks, including sitting for 8 or more hours a day; standing for up to two hours at a time across 8 or more hours; walking, bending, kneeling, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 85 pounds.
• Frequent use of hands to grasp and use tools, enter data, write communications, and call 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-per-week schedule, including weekends and holidays as needed; shifts may include evening, overnight, or early morning hours.
• Two to three years of experience in a customer-facing service role, material handling, 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 for final 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 discrepancies in parts procurement, review transactions for human error, and collaborate to improve processes.
• Communicate with technicians and leads, and participate in calls or huddles to identify effective ways to serve customers.
• Identify and order the correct parts for repairs.
• Source or look up parts assemblies and subassemblies and understand their configuration.
• Physically and systematically receive parts and allocate back orders.
• Physically and systematically bin parts and understand, execute, and explain Rivian’s bin scheme.
• Identify damaged, short, overage, incorrect, and out-of-stock parts.
• Use 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 5S stages and methodology.
• Provide exceptional service to all customers using Rivian Guiding Principles.

Benefits

• Paid vacation.
• Paid sick leave.
• Life, medical, dental, vision, short-term disability, and long-term disability insurance benefits for eligible employees.
• Opportunity to participate in Rivian’s 401(k) Plan, subject to eligibility requirements.
• Opportunity to participate in Rivian’s Employee Stock Purchase Program, subject to eligibility requirements.
• Potential eligibility for an annual performance bonus.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED