Field Service Parts Advisor IV

About RivianRivian 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 SummaryThe 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.ResponsibilitiesAbility 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 progressSupport other Rivian Service Centers when requiredAbility 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 feedbackUnderstand, and explain the physical inventory process (preparation and execution)Provide constant communication and feedback to the channel planning team to ensure proper MIN/MAX levelsUnderstand and explain KPI's and metrics and their significanceIdentify and resolve common discrepancies in parts procurement, review for human error transactions and collaborate to improve processes and learnComfortably 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 customersIdentify and order the correct part needed for any repairSource or look up and understand parts assemblies / subassembliesPhysically and systematically receive parts and/or allocate back ordersPhysically and systematically BIN partsUnderstand, execute and explain the Rivian BIN schemeUtilize and navigate the following programs and documentation -SharePoint, Warranty Manual, Write It Right and Rivian's proprietary systemsDemonstrate and execute daily counts and understand the intended use of the toolUnderstands all pay types (Goodwill, Customer Pay, Internal, etc.) and use casesThe ability and willingness to learn and gain an understandingof Rivian's maintenance schedulingExplain services and provide an exceptional customer experienceUtilize a forklift in required areas for transporting and organization of partsKnowledge of Rivian's safety requirementsList and explain the 5S stages and methodologyProvide exceptional service to all customers using Rivia