Description
As one of the technology industry's most desirable employers, NVIDIA is looking for a Senior RMA Customer Service Transformation Engineer. The successful candidate will be accountable for improving processes, systems, and tools within customer support and case management.
The role involves providing transformation leadership of customer service and case management process and procedures throughout service and repair supply chain operations worldwide. The ideal candidate will have over 12 years of experience in large enterprise customer relations and case coordination, ideally within service, repair, and/or supply chain operations.
Key responsibilities include:
- Providing transformation leadership of customer service and case management process and procedures
- Owning customer-facing workflows for intake, triage, addressing blocking issues, communication, resolution, and closure
- Partnering with customer service, repair, logistics, planning, quality, IT, and business teams to improve service outcomes
- Improving customer service systems, CRM platforms, dashboards, and workflow tools to increase transparency and performance
- Analyzing case trends, service performance, backlog, response times, aging, and root causes to drive corrective actions
The successful candidate will need to have:
- Over 12 years of experience in large enterprise customer relations and case coordination
- Solid understanding of customer service functional processes
- Practical experience with customer service platforms and tools
- 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
- Proven track record of managing customer concerns, operational risks, and cross-functional issue resolution
Benefits include competitive salaries, a generous benefits package, and eligibility for equity.