Sr. Field Service Parts Advisor

at  Rivian

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. Experience in parts management, process standardization, continuous improvement, and managing escalations is a plus.

Responsibilities:

• Supervise and support Team Members and Team Leaders by empowering them to continuously improve their processes
• Lead daily workflow
• Lead and execute physical inventory including audit procedures
• Assist in onboarding and training of new hires, road map and train to next RIV level
• Plan and execute setup for parts departments including shelving and parts binning
• Identify improvement opportunities, and the ability to plan and collaborate in implementing any new processes
• Ability to train and guide others on the basics of receiving and stocking parts, managing inventory, requesting access to key platforms and dealing with customer questions and objections and follow up on the associate’s progress
• Support Other Rivian service centers when required
• Ability to explain, and execute processes / standards (e.g. warranty return, shipping process, channel planning, pre-pulling parts, indirect purchasing) when needed, and the ability to follow up and provide feedback
• Understand, and explain the physical inventory process (preparation and execution)
• Provide constant communication and feedback to the channel planning team to ensure proper MIN/MAX levels
• 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
• 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
• 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
• Knowledge of Rivian’s safety requirements
• List and explain the 5S stages and methodology
• Provide exceptional service to all customers using Rivian Guiding Principles

Qualifications:

• Leadership skills required
• Continuous improvement process experience
• Intermediate working knowledge in Excel, Word, PowerPoint and Outlook programs
• Strong oral and written communication skills, organizational and time management skills.
• Demonstrated problem solving skills
• Strong team orientation
• Ability to meet deadlines and stay within budget
• Ability to set tasks and responsibilities
• Quick decision-making abilities
• Ability to work independently ordering, receiving, distributing, and auditing parts, making recommendations to internal and external clients, addressing customer objections
• Ability to prepare and disseminate effectively organized and coherent business communication while practicing established business norms.
• 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 read and speak fluent English
• 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
• 5+ Customer Facing Service, material handling / inventory management or equivalent, Experience in a Fast-Paced Environment
• Automotive experience preferred
• Experience of working on a team in a fast-paced environment is highly favored
• Degree or training in team leading/management is a plus or a combination of education and experience.
• No driving related suspensions or revocation of Driver License (within a 3-5year period)

Company Statements:

• Supervise and support Team Members and Team Leaders by empowering them to continuously improve their processes
• Lead daily workflow
• Lead and execute physical inventory including audit procedures
• Assist in onboarding and training of new hires, road map and train to next RIV level
• Plan and execute setup for parts departments including shelving and parts binning
• Identify improvement opportunities, and the ability to plan and collaborate in implementing any new processes
• Ability to train and guide others on the basics of receiving and stocking parts, managing inventory, requesting access to key platforms and dealing with customer questions and objections and follow up on the associate’s progress
• Support Other Rivian service centers when required
• Ability to explain, and execute processes / standards (e.g. warranty return, shipping process, channel planning, pre-pulling parts, indirect purchasing) when needed, and the ability to follow up and provide feedback
• Understand, and explain the physical inventory process (preparation and execution)
• Provide constant communication and feedback to the channel planning team to ensure proper MIN/MAX levels
• 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
• 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
• 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
• Knowledge of Rivian’s safety requirements
• List and explain the 5S stages and methodology
• Provide exceptional service to all customers using Rivian Guiding Principle