Field Service Parts Advisor IV

Rivian•Lake Forest, CA

About The Position

The Parts Advisor supports internal customer experience at Rivian service locations, working daily with Regional Parts Specialists, Technicians, Advisors, and local Management to meet service needs. The role requires focus, initiative, strong communication, organization, and cross-team collaboration. The successful candidate will be resourceful and adaptable, handle operational problems and escalations, support continuous improvement, and maintain a customer-first approach in ambiguous and changing environments. The position includes guiding associates in parts operations, applying service and inventory processes, and supporting service teams and customers. The Parts Advisor works with parts procurement, receiving, stocking, allocation, inventory counts, channel planning, and parts identification, while using Rivian systems and documentation. The role also involves communicating with technicians and leads, explaining services, and providing exceptional customer service.

Requirements

Three to four years of customer-facing service, material handling or inventory management experience, 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 communication while following 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, and ability to multitask in a fast-paced environment.
Basic math skills for preparing and transacting 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 weekly schedule, including weekends and holidays according to business need; shifts may include evening, overnight, or early morning hours.
No driving-related license suspension or revocation within the stated 3–5-year period.
Physical ability to perform occupational tasks, including sitting for 8 or more hours in 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 use of hands for grasping and using tools, entering data, writing communications, or 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, and managing escalations.

Responsibilities

Train and guide others on receiving and stocking parts, inventory management, requesting access to 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, metrics, and their significance.
Identify and resolve common discrepancies in parts procurement, review transactions for human error, and collaborate on process improvements.
Communicate with technicians and leads and participate in huddles to coordinate efficient customer care.
Identify and order the correct parts 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 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 gain an understanding of Rivian maintenance scheduling.
Explain services and provide an exceptional customer experience.
Use a forklift in required areas to transport and organize parts.
Understand Rivian safety requirements.
List and explain the five 5S stages and methodology.
Provide exceptional service to all customers using Rivian Guiding Principles.