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Field Service Parts Advisor III

2 months ago

Chelsea Massachusetts, United States Rivian Full time
About Rivian

Rivian is a pioneering electric vehicle manufacturer dedicated to creating sustainable and adventurous transportation solutions. Our mission is to empower individuals to explore the world while minimizing our impact on the environment.

Job Summary

The Field Service Parts Advisor III will play a critical role in delivering exceptional customer experiences at our service locations. This position requires a highly motivated and organized individual with excellent communication skills, a strong understanding of service processes, and a passion for problem-solving.

Key Responsibilities
  • Warranty Returns: Demonstrate and execute the warranty return process, ensuring seamless customer experiences and efficient resolution of issues.
  • Shipping and Packaging: Understand, explain, and execute the shipping process, including packaging parts for final shipment, to ensure timely and secure delivery.
  • Channel Planning: Understand what channel planning is and how it works, enabling effective inventory management and customer satisfaction.
  • Indirect Purchasing: Understand, explain, and execute indirect purchasing through Coupa, ensuring compliance with company policies and procedures.
  • KPIs and Metrics: Understand and explain key performance indicators (KPIs) and metrics, using data to drive informed decision-making and process improvements.
  • Parts Procurement: Identify and resolve common discrepancies in parts procurement, reviewing transactions for human error and collaborating to improve processes.
  • Communication: Comfortably communicate with technicians and leads to promote clear communication channels, ensuring effective collaboration and customer satisfaction.
  • Part Identification and Ordering: Identify and order the correct part needed for any repair, utilizing Rivian's proprietary systems and documentation.
  • Parts Management: Physically and systematically receive parts and/or allocate back orders, ensuring accurate inventory management and customer satisfaction.
  • Part BINning: Physically and systematically BIN parts, maintaining accurate inventory levels and ensuring efficient part retrieval.
  • Rivian BIN Scheme: Understand, execute, and explain the Rivian BIN scheme, ensuring accurate part identification and retrieval.
  • Damage and Shortage Management: Identify damages, shortages, overages, incorrect parts, and no stock, taking prompt action to resolve issues and maintain customer satisfaction.
  • Program Navigation: Utilize and navigate Rivian's proprietary systems, including SharePoint, Warranty Manual, Write It Right, and other relevant documentation.
  • Daily Counts: Demonstrate and execute daily counts, understanding the intended use of the tool and ensuring accurate inventory management.
  • Pre-Pulling Parts: Understand, execute, and explain pre-pulling parts for upcoming appointments, ensuring efficient part retrieval and customer satisfaction.
  • Pay Types: Understand all pay types (Goodwill, Customer Pay, Internal, etc.) and use cases, ensuring accurate payment processing and customer satisfaction.
  • Maintenance Scheduling: The ability and willingness to learn and gain an understanding of Rivian's maintenance scheduling, ensuring efficient part retrieval and customer satisfaction.
  • Customer Experience: Explain services and provide an exceptional customer experience, utilizing Rivian's Guiding Principles to drive customer satisfaction.
  • Forklift Operation: Utilize a forklift in required areas for transporting and organizing parts, ensuring efficient part retrieval and customer satisfaction.
  • Safety Requirements: The ability and willingness to learn about Rivian's safety requirements, ensuring a safe working environment and customer satisfaction.
  • 5S Methodology: List and explain the 5S stages and methodology, ensuring a clean and organized work environment and efficient part retrieval.
  • Customer Service: Provide exceptional service to all customers, utilizing Rivian's Guiding Principles to drive customer satisfaction.
Qualifications
  • Communication Skills: Ability to prepare and disseminate effectively organized and coherent business communication while practicing established business norms.
  • Organizational Skills: Strong communication, organizational, and time management skills, with the ability to prioritize tasks and meet deadlines.
  • Problem-Solving Skills: Exhibits patience, empathy, attention to detail, and a passion for problem-solving, remaining flexible and responsive to changing conditions.
  • Customer Service Skills: Great attitude with a high-energy personality, excellent customer service skills, and the ability to multi-task and thrive in a fast-paced environment.
  • Mathematical Skills: Basic mathematical skills to prepare and transact estimates and payments.
  • Physical Demands: Physical exertion may be required to perform occupational tasks, including sitting, standing, walking, bending, kneeling, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 85 lbs.
  • Visual Requirements: Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners.
  • Education: Minimum age of 21, with a high school diploma or GED preferred.
  • Experience: 2 – 3 years in a customer-facing service role, material handling/inventory management, or equivalent experience.
  • Driving Record: No driving-related suspensions or revocation of driver's license (within a 3-5 year period).