Field Service Parts Advisor III

Rivian•Northbrook, IL

7d•Onsite

About The Position

The Parts Advisor supports the internal customer experience at Rivian service locations by coordinating service parts needs with Regional Parts Specialists, Technicians, Advisors, and local Management. The role requires focus, initiative, strong communication, organization, and collaboration, as well as the ability to solve operational problems and adapt to ambiguous or unexpected situations. The Parts Advisor helps service teams and customers through cross-functional coordination and continuous improvement, using a customer-first approach and Rivian’s Guiding Principles.

Requirements

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.
Ability to prepare and disseminate effectively organized, coherent business communications while practicing 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 and thrive in a fast-paced environment.
Basic mathematics skills to prepare and transact estimates and payments.
Ability to meet the physical demands of the role, including sitting for eight or more hours in a day; standing for up to two hours at a time for eight or more hours a day; 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 governmental 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 according to business need; shifts may include evening, overnight, or early-morning hours.

Nice To Haves

High school diploma, GED, or another recognized high school equivalency credential preferred.

Responsibilities

Demonstrate and execute the warranty return process.
Understand, explain, and execute shipping processes, including packaging parts for 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 on process improvements and learning.
Communicate with technicians and leads, and participate in calls or huddles to coordinate efficient service for customers.
Identify and order the correct parts needed for repairs.
Source, look up, and understand parts assemblies and subassemblies.
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, excess, incorrect, or out-of-stock parts.
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’s 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’s safety requirements.
List and explain the stages and methodology of 5S.
Provide exceptional service in accordance with Rivian’s Guiding Principles.