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Senior RMA Customer Service Transformation Engineer

NVIDIA· Engineer, Process
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Santa Clara, CA$176k - $276kFull-timePosted 1mo ago

About the role

Senior RMA Customer Service Transformation Engineer to lead transformation of customer service, case management, and related processes across service and repair supply chains, collaborating with internal teams and key customers to deliver world-class service.

Responsibilities

  • Provide transformation leadership of customer service and case management process and procedures throughout service and repair supply chain operations worldwide.
  • Own customer-facing workflows for intake, triage, addressing blocking issues, communication, resolution, and closure.
  • Partner with customer service, repair, logistics, planning, quality, IT, and business teams to improve service outcomes.
  • Improve customer service systems, CRM platforms, dashboards, and workflow tools to increase transparency and performance.
  • Analyze case trends, service performance, backlog, response times, aging, and root causes to drive corrective actions across the complete TAT (end-to-end lifecycle).
  • Support executive-level reporting, business reviews, and customer-facing updates.
  • Drive transformation initiatives that improve responsiveness, consistency, scalability, and customer happiness.
  • Build and deliver scalable customer management practices, governance mechanisms, and critical performance metrics.

Qualifications

  • Over 12 years of experience in large enterprise customer relations and case coordination, ideally within service, repair, and/or supply chain operations.
  • Solid understanding of customer service functional processes, including case intake, triage, handling of blocking issues, resolution, and closure.
  • Practical experience with customer service platforms and tools including SFDC, CRM, case management, ticketing, workflow, and service management systems.
  • Capability to transform customer service requirements into positive adjustments in processes, systems, reporting, and the operating model.
  • Solid knowledge of service and repair supply chain processes, encompassing planning, logistics, inventory, fulfillment, and repair operations.
  • Proven track record of managing customer concerns, operational risks, and cross-functional issue resolution.
  • Strong communication skills and customer service experience converting operational specifics into clear business and executive reports.
  • Strong analytical skills and comfort working with case metrics, dashboards, service levels, backlog, aging, and operational data.
  • Experience leading cross-functional transformation initiatives in a dynamic environment.
  • Bachelor’s degree in business, supply chain, operations, engineering, information systems, or equivalent experience.

Skills

Required:Transformation leadershipCustomer service process redesignSFDC / CRM / case management toolsData analysis and metrics

Benefits

  • equity
  • benefits (as listed by employer)
Last updated Sep 4, 2026. Interested? Apply on the company site.

About NVIDIA

World Leader in AI Computing

NVIDIA invents the GPU and drives advances in AI, HPC, gaming, creative design, autonomous vehicles, and robotics.

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