Senior RMA Customer Service Transformation Engineer

NVIDIA
United States
Workplace: OnsiteFull timeUSD 176,000 - 276,000 annuallyFunction: Customer Support (Service Desk)Experience: 12+ yearsEducation: bachelorsSkills: ["Communication","Customer service","Analytical skills","Cross-functional leadership","Executive reporting"]

Lead global transformation for customer service and case management across service and repair supply chain operations. Own customer-facing workflows for intake, triage, issue resolution, communications, and closure while partnering with customer service, repair, logistics, planning, quality, IT, and business teams. Improve CRM/case-management systems, dashboards, and workflow tools; analyze service and case metrics to drive corrective actions and executive reporting.

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FursaFursa
NVIDIA
NVIDIA
1 week ago

Senior RMA Customer Service Transformation Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Lead global transformation for customer service and case management across service and repair supply chain operations. Own customer-facing workflows for intake, triage, issue resolution, communications, and closure while partnering with customer service, repair, logistics, planning, quality, IT, and business teams. Improve CRM/case-management systems, dashboards, and workflow tools; analyze service and case metrics to drive corrective actions and executive reporting.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide transformation leadership for customer service and case management process and procedures across service and repair supply chain operations worldwide.
  • •Own customer-facing workflows for intake, triage, blocking-issue addressing, 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 and service metrics (backlog, response times, aging, root causes) to drive corrective actions and support executive reporting.

Pay and Benefits

Salary: USD 176,000 - 276,000 annually
Equity and Bonus:Equity

Key Requirements

  • •Over 12 years of experience in large enterprise customer relations and case coordination, ideally in service, repair, and/or supply chain operations.
  • •Strong understanding of customer service processes including case intake, triage, handling blocking issues, and resolution/closure.
  • •Practical experience with customer service platforms and tools such as SFDC, CRM, case management, ticketing, workflow, and service management systems.
  • •Knowledge of service and repair supply chain processes covering planning, logistics, inventory, fulfillment, and repair operations.
  • •Bachelor’s degree in business, supply chain, operations, engineering, information systems, or equivalent experience.
Experience:12+ years
Education:Bachelor's
Skills:CommunicationCustomer serviceAnalytical skillsCross-functional leadershipExecutive reporting
Certifications:LeanSix SigmaAPICSPMPITIL
Tech Stack:SFDCCRMCase managementTicketingWorkflowService management systemsDashboards

Company Brief

NVIDIA
Designs and manufactures GPUs, AI accelerators, and system-on-chip products for gaming, data centers, professional visualization, and automotive markets, enabling advanced graphics, AI, and high-performance computing solutions worldwide.
Industry: Electronics Manufacturing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Santa Clara, United States
Founded: 1993
Glassdoor
Glassdoor: 4.3
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