Senior Field Service Parts Advisor

Rivian Automotive; Franklin (TN); On-site; USD 32,000 - 37,000; Full time

Job summary

Rivian Automotive in Tennessee seeks a Parts Advisor to enhance internal customer experience across service locations. You will handle warranty returns, shipping packaging, channel planning understanding, and indirect purchasing using Coupa, working with technicians and regional specialists to improve processes.

The role requires strong communication, organization, and problem-solving, with readiness for a dynamic environment and a customer-first mindset.

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 grabbing 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.

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
• BIN parts
• Understand, execute and explain 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 understandingof Rivian's maintenance scheduling
• Explain services and provide an exceptional customer experience
• Utilize a forklift in required areas for transporting and organization of parts

Skills

Communication skills

Organizational skills

Time management

Customer service

Problem-solving

Patience & empathy

Flexibility

Education

High School Diploma or GED

HS Diploma or GED preferred

Tools

SharePoint

Warranty Manual

Write It Right

Rivian proprietary systems

Rivian BIN scheme

Job description

Rivian Automotive in Tennessee seeks a Parts Advisor to enhance internal customer experience across service locations. You will handle warranty returns, shipping packaging, channel planning understanding, and indirect purchasing using Coupa, working with technicians and regional specialists to improve processes.

The role requires strong communication, organization, and problem-solving, with readiness for a dynamic environment and a customer-first mindset.