Senior RMA Service Transformation Engineer — Equity

Nvidia Corporation in; Santa Clara (CA); On-site; USD 176,000 - 276,000; Full time

Benefits offered by this job

Equity

Job summary

NVIDIA in Santa Clara, CA is seeking a Senior RMA Customer Service Transformation Engineer (Finance) to lead end-to-end transformation of customer service and case management within the service and repair supply chain. You will partner with global teams and key customers to deliver world-class service and measurable improvements in efficiency and customer happiness.

The role requires deep experience in enterprise customer relations, strong analytical skills, and hands-on work with CRM platforms,

Qualifications

• 12+ years of enterprise customer relations and case coordination in service, repair, or supply chain operations.
• Strong knowledge of customer service processes: intake, triage, blockers, resolution, closure.
• Hands-on with SFDC, CRM, case management, ticketing, workflow, and service management systems.
• Ability to translate requirements into improved processes, systems, reporting, and operating model.
• Knowledge of service and repair supply chain: planning, logistics, inventory, fulfillment, repair.
• Proven track record of managing customer concerns, risks, and cross-functional resolution.
• Excellent communication; able to turn operations details into executive reports.
• Strong analytical skills with metrics like backlog, aging, and service levels.
• Experience leading cross-functional transformation initiatives in dynamic environments.
• Bachelor's degree in business, supply chain, operations, engineering, information systems, or equivalent.

Responsibilities

• Provide transformation leadership of customer service and case management across service and repair supply chain worldwide.
• Own intake, triage, blockers, communication, resolution, and closure for customers.
• Partner with CS, repair, logistics, planning, quality, IT, and business teams to improve service outcomes.
• Improve CRM platforms, dashboards, and workflow tools to increase transparency and performance.
• Analyze case trends, performance, backlog, response times, aging, and root causes to drive actions.
• Support executive reporting and customer-facing updates.
• Drive initiatives that improve responsiveness, consistency, scalability, and customer happiness.
• Build scalable customer management practices, governance, and metrics.

Skills

Customer relations leadership

Cross-functional collaboration

Data analysis

Executive reporting

Process transformation

Communication

Education

Bachelor's degree in business, supply chain, operations, engineering, information systems, or equivalent

Tools

SFDC

CRM

Case management systems

Ticketing systems

Job description

NVIDIA in Santa Clara, CA is seeking a Senior RMA Customer Service Transformation Engineer (Finance) to lead end-to-end transformation of customer service and case management within the service and repair supply chain. You will partner with global teams and key customers to deliver world-class service and measurable improvements in efficiency and customer happiness.

The role requires deep experience in enterprise customer relations, strong analytical skills, and hands-on work with CRM platforms,