Field Service Parts Advisor III

About Rivian

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

Equal Opportunity : Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or characteristics, physical or mental disability, marital / domestic partner status, age, military / veteran status, medical condition, or any other characteristic protected by law.

Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at candidateaccommodations@rivian.com.

Please note that we are currently not accepting applications from third party application services.

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