Field Service Parts Advisor IV

Rivian•Malvern, PA

15h

About The Position

The Parts Advisor is responsible for delivering an exceptional internal customer experience at Rivian service locations. The role works daily with internal partners and coordinates with Regional Parts Specialists, Technicians, Advisors, and local Management to support service needs. It calls for initiative, strong communication, organization, attention to detail, and the ability to solve operational problems in a fast-paced, ambiguous environment. The advisor provides guidance and training on parts operations, supports service centers, explains and carries out processes and standards, and helps improve inventory and service workflows. The role also involves ordering, receiving, distributing, auditing, and organizing parts; communicating with technicians and service teams; supporting customer questions; and using Rivian systems and documentation. The position requires a customer-first approach, flexibility, and a commitment to continuous improvement and Rivian’s Guiding Principles.

Requirements

Three to four years of customer-facing service, material handling, inventory management, or equivalent experience in a fast-paced environment.
Ability to work independently ordering, receiving, distributing, and auditing parts; making recommendations to internal and external clients; and addressing customer objections.
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 changing conditions.
High-energy attitude, excellent customer service skills, and ability to multitask in a fast-paced environment.
Basic mathematics skills to prepare and transact estimates and payments.
Ability to read and speak fluent English.
Ability to 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 business needs require; shifts may include evening, overnight, or early morning hours.
No driving-related license suspensions or revocations within a 3–5-year period.
Physical ability to sit for 8 or more hours in a day; stand for up to two hours at a time over 8 or more hours in a day; walk, bend, kneel, twist, carry, reach, stretch, push, pull, and lift up to 85 pounds.
Frequent use of hands for grasping and using tools, entering data, writing communications, and calling customers or internal partners.

Nice To Haves

High school diploma, GED, or other recognized high school equivalency credential.
Degree or team leadership experience in a fast-paced environment.
Experience in parts management, process standardization, continuous improvement, or managing escalations.

Responsibilities

Train and guide others on receiving and stocking parts, inventory management, requesting access to key platforms, handling customer questions and objections, and following up on associate progress.
Support other Rivian Service Centers when required.
Explain and execute processes and standards, including warranty returns, shipping, channel planning, pre-pulling parts, and indirect purchasing; follow up and provide feedback.
Understand and explain physical inventory preparation and execution.
Communicate with the channel planning team about MIN/MAX levels.
Understand and explain KPIs and metrics and their significance.
Identify and resolve common procurement discrepancies, review transactions for human error, and collaborate on process improvements.
Communicate with technicians and leads, participate in huddles, and collaborate on effective ways to serve customers.
Identify and order the correct parts needed for repairs, and source or look up parts assemblies and subassemblies.
Physically and systematically receive parts, allocate back orders, and BIN parts.
Understand, execute, and explain the Rivian BIN scheme.
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 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.
Follow Rivian safety requirements.
List and explain the 5S stages and methodology.
Provide exceptional service to customers in accordance with Rivian Guiding Principles.