Field Service Parts Advisor III - Night Shift

Rivian • Phoenix, AZ

404d

About The Position

The Field Service Parts Advisor III is responsible for enhancing the internal customer experience at Rivian's service locations. This role requires a proactive individual with a strong understanding of service processes, excellent communication skills, and the ability to collaborate across teams. The advisor will work closely with various internal partners to address service needs, manage parts procurement, and ensure efficient operations within the service center. A customer-first approach and adaptability in dynamic environments are essential for success in this position.

Requirements

• 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
• 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
• HS Diploma or GED preferred
• 2 - 3 years in a Customer Facing Service role, material handling / inventory management or equivalent

Nice To Haves

• Experience in a Fast-Paced Environment or a equivalent combination of education and experience
• No driving related suspensions or revocation of Driver License (within a 3-5 year period)

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
• 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 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
• Explain services and provide an exceptional customer experience
• Utilize a forklift in required areas for transporting and organization of parts
• List and explain the 5S stages and methodology
• Provide exceptional service to all customers using Rivian Guiding Principles

Benefits

• Equal Opportunity Employment
• Accessible hiring process for persons with disabilities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Transportation Equipment Manufacturing
• Education Level: High school or GED