Field Service Parts Advisor

Rivian•Colma, CA

8d•Onsite

About The Position

The Parts Advisor supports internal customer experience at Rivian service locations by coordinating service parts needs with Regional Parts Specialists, Technicians, Advisors, and local Management. The role calls for focus, initiative, strong organization and communication, an understanding of service processes, and the ability to solve operational problems in changing or ambiguous environments. The Parts Advisor promotes cross-functional collaboration and continuous improvement while supporting Service teams and customers.

Requirements

High school diploma, GED, or other recognized high school equivalency credential preferred.
Ability to prepare and disseminate organized, coherent business communications while practicing 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; ability to multitask and thrive in a fast-paced environment.
Basic math skills for preparing and processing estimates and payments.
Ability to meet the physical demands of the role, including sitting for 8 or more hours a day; standing for up to two hours at a time for 8 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 as business needs require; shifts may include evening, overnight, or early morning hours.
2–3 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 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 on process improvements.
Communicate with technicians and leads, and participate in huddles to coordinate efficient customer service.
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.
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 maintenance scheduling.
Explain services and provide an exceptional customer experience.
Use a forklift in required areas to transport and organize parts.
Learn Rivian safety requirements.
List and explain the 5S stages and methodology.
Provide exceptional service to customers using Rivian Guiding Principles.