Field Service Parts Advisor III

Rivian; San Jose (CA); On-site; USD 40,239 - 44,703; Full time

Benefits offered by this job

Medical/Rx insurance

Dental insurance

Vision insurance

Job summary

An electric vehicle company in San Jose seeks a Parts Advisor to overdeliver on internal customer experiences. Candidates should have strong communication skills, a passion for problem-solving, and experience in customer-facing roles. The position involves managing parts procurement, executing warranty processes, and ensuring seamless communication with technicians. Required qualifications include a high school diploma and the ability to thrive in a fast-paced environment.

Qualifications

• Ability to prepare organized and coherent business communication.
• Exhibits patience, empathy, and a passion for problem-solving.
• Minimum 2-3 years in a Customer Facing Service role.

Responsibilities

• Demonstrate and execute the warranty return process.
• Understand and execute the shipping process for parts.
• Identify and resolve discrepancies in parts procurement.

Skills

Strong communication skills

Organizational skills

Attention to detail

Customer service skills

Education

HS Diploma or GED preferred

Job description

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.

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 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

• 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
• 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.

Pay Disclosure
Salary Range/Hourly Rate for California Based Applicants: $29.21 - $32.45 per hour.

Benefits Summary
Rivian provides robust medical/Rx, dental and vision insurance packages for full-time and part-time employees.

Equal Opportunity
Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.