Field Service Parts Advisor - Emeryville, CA

Rivian Parts Advisor

Rivian 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.

Role Summary

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 process

Understand, explain, and execute the shipping process and how to package parts before final shipment

Understand what channel planning is, and understand how channel planning works

Understand, explain, and execute indirect purchasing through Coupa

Understand and explain KPI's and metrics and their significance

Identify and resolve common discrepancies in parts procurement, review for human error transactions and collaborate to improve processes and learn

Comfortably 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 customers

Identify and order the correct part needed for any repair

Source or look up and understand parts assemblies / subassemblies

Physically and systematically receive parts and/or allocate back orders

Physically and systematically BIN parts

Understand, execute and explain the Rivian BIN scheme

Identify damages, shortages, overages, incorrect parts, and no stock

Utilize and navigate the following programs and documentation -?SharePoint, Warranty Manual, Write It Right and Rivian's proprietary systems

Demonstrate and execute daily counts and understand the intended use of the tool

Understand, execute and able to explain pre pulling parts for upcoming appointments

Understands all pay types (Goodwill, Customer Pay, Internal, etc.) and use cases

The ability and willingness to learn and gain an understanding?of Rivian's maintenance scheduling

Explain services and provide an exceptional customer experience

Utilize a forklift in required areas for transporting and organization of parts

The ability and willingness to learn?about Rivian's safety requirements

List and explain the 5S stages and methodology

Provide exceptional service to all customers using Rivian Guiding Principles

Qualifications

High School Diploma, GED, or other recognized high school equivalency credential preferred

Ability to prepare and disseminate effectively organized and coherent business communication while practicing established business norms

Strong communication, organizational and time management skills. Exhibits patience, empathy, attention to detail, and a passion for problem-solving. Remains flexible and responsive to changing conditions

Great attitude with a high-energy personality, excellent customer service skills, and able to multi-task and thrive in a fast-paced environment

Basic mathematic skills to prepare and transact estimates and payments

Physical 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 partners

Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics

Minimum age of 21

Must 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 hours

HS Diploma or GED preferred

2 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.

Pay Disclosure

The salary range for this role is $29.21 to $33.43 per hour for California (Bay Area) based applicants. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee's position within the salary range will be based on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, experience, skills, geographic location, shift, and organizational needs. The successful candidate may be eligible for annual performance bonus. We offer a comprehensive package of benefits for full-time and part-time employees, their spouse or domestic partner, and children up to age 26, including but not limited to paid vacation, paid sick leave, and a competitive portfolio of insurance benefits including life, medical, dental, vision, short-term disability insurance, and long-term disability insurance to eligible employees. You may also have the opportunity to participate in Rivian's 401(k) Plan and Employee Stock Purchase Program if you meet certain eligibility requirements. Full-time employee coverage is effective on their first day of employment. Part-time employee coverage is effective the first of the month following 90 days of employment. More information about benefits is available at rivianbenefits.com.