Field Service Parts Advisor III

Rivian • Tempe, AZ

10h

About The Position

The Parts Advisor supports service locations by delivering an exceptional internal customer experience and helping service teams meet customer needs. The role works daily with internal partners, including Regional Parts Specialists, Technicians, Advisors, and local Management, to coordinate service needs. It calls for initiative, strong communication, organization, attention to detail, and a thorough understanding of service processes. The Parts Advisor also collaborates across functions, addresses operational problems, and promotes continuous improvement in a fast-paced and sometimes ambiguous environment.

The position manages parts-related processes and inventory, including ordering and identifying parts, receiving and allocating parts, binning inventory, handling back orders, and identifying discrepancies or damage. It also involves warranty returns, shipping, indirect purchasing, daily counts, and preparing parts for upcoming appointments. The Parts Advisor explains services, pay types, metrics, processes, and safety practices, and provides service to customers in accordance with Rivian’s Guiding Principles. Forklift use is required in designated areas.

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, problem-solving ability, and flexibility and responsiveness to changing conditions.
• Positive, high-energy attitude; excellent customer service skills; ability to multitask and thrive in a fast-paced environment.
• Basic mathematics skills to prepare and transact estimates and payments.
• Ability to perform physical tasks including sitting for eight or more hours in a day; standing for up to two hours at a time over eight or more hours a day; walking, bending, kneeling, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 85 pounds.
• Frequent hand use for grasping and using tools, entering data, writing communications, and 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-per-week schedule, including weekends and holidays, according to business needs; 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.

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.
• Communicate with technicians and leads, including participating in huddles to coordinate efficient ways to serve customers.
• Identify and order the correct parts for repairs.
• Source or look up parts assemblies and subassemblies and understand them.
• 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, 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 Rivian’s safety requirements.
• List and explain the five 5S stages and methodology.
• Provide exceptional service to all customers using Rivian Guiding Principles.

Benefits

• Paid vacation
• Paid sick leave
• Life, medical, dental, and vision insurance
• Short-term disability insurance
• Long-term disability insurance
• Potential eligibility to participate in Rivian’s 401(k) Plan
• Potential eligibility to participate in Rivian’s Employee Stock Purchase Program
• 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