Field Service Parts Advisor III

Parts AdvisorRivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract. As a company, we constantly challenge what's possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations.The Parts Advisor will be responsible for overdelivering on the internal customer experience at our service locations. The ideal candidate requires high levels of focus and initiative, deep understanding of service processes, go-getter attitude, great communication skills, and cross-team collaboration. If you're able to think quickly on your feet, love to solve operational problems, possess high level of organization and attention to detail, and have a passion for adventure, then we want you on the team. You will be working with our internal partners every day to assist with service needs and coordinate with our Regional Parts Specialists, Technicians, Advisors, and local Management. This role will require a dynamic and resourceful leader with excellent communications skills, who will foster cross functional interaction and champion a culture of continuous improvement to support Service teams and customers within a Service center. To be successful in this role, you must have a customer-first approach, thrive in ambiguous and unexpected environments, tackling all challenges with a creative and flexible mindset.Responsibilities:Demonstrate and execute the warranty return processUnderstand, explain, and execute the shipping process and how to package parts before final shipmentUnderstand what channel planning is, and understand how channel planning worksUnderstand, explain, and execute indirect purchasing through CoupaUnderstand and explain KPI's and metrics and their significanceIdentify and resolve common discrepancies in parts procurement, review for human error transactions and collaborate to improve processes and learnComfortably communicates with technicians and leads to promote clear communication channels.Calls and/or participates in huddles to collaborate on best and efficient ways to take care of our customersIdentify and order the correct part needed for any repairSource or look up and understand parts assemblies / subassembliesPhysically and systematically receive parts and/or allocate back ordersPhysically and systematically BIN partsUnderstand, execute and explain the Rivian BIN schemeIdentify damages, shortages, overages, incorrect parts, and no stockUtilize and navigate the following programs and documentation - SharePoint, Warranty Manual, Write It Right and Rivian's proprietary systemsDemonstrate and execute daily counts and understand the intended use of the toolUnderstand, execute and able to explain pre pulling parts for upcoming appointmentsUnderstands all pay types (Goodwill, Customer Pay, Internal, etc.) and use casesThe ability and willingness to learn and gain an understanding of Rivian's maintenance schedulingExplain services and provide an exceptional customer experienceUtilize a forklift in required areas for transporting and organization of partsThe ability and willingness to learn about Rivian's safety requirementsList and explain the 5S stages and methodologyProvide exceptional service to all customers using Rivian Guiding PrinciplesQualifications:High School Diploma, GED, or other recognized high school equivalency credential preferredAbility to prepare and disseminate effectively organized and coherent business communication while practicing established business normsStrong communication, organizational and time management skills. Exhibits patience, empathy, attention to detail, and a passion for problem-solving. Remains flexible and responsive to changing conditionsGreat attitude with a high-energy personality, excellent customer service skills, and able to multi-task and thrive in a fast-paced environmentBasic mathematic skills to prepare and transact estimates and paymentsPhysical exertion may be required to perform occupational tasks (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 lbs)Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partnersAbility to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematicsMinimum age of 21Must be available for a regular schedule of 40 hours a week, including weekends and holidays, according to business need. Shifts may include evening, overnight, or early morning hoursHS Diploma or GED preferred2 – 3 years in a Customer Facing Service role, material handling / inventory management or equivalent. Experience in a Fast-Paced Environment or a equivalent combination of education and experience.