The Senior RMA Customer Service Transformation Engineer at NVIDIA is responsible for enhancing processes, systems, and tools within customer support and case management. This role involves collaboration with internal teams and key customers to ensure exceptional service delivery. The engineer will lead transformation initiatives aimed at improving responsiveness and customer satisfaction. A strong focus will be placed on analyzing service performance and driving corrective actions across the service lifecycle.

• 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.
• Bachelor’s degree in business, supply chain, operations, engineering, information systems, or equivalent experience.

• Provide transformation leadership of customer service and case management processes 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.
• Analyze case trends, service performance, backlog, response times, aging, and root causes to drive corrective actions across the complete TAT.
• Support executive-level reporting, business reviews, and customer-facing updates.

• Employees at NVIDIA are often offered comprehensive, day-one benefits—including medical, dental, and vision coverage with HSA support, life and disability insurance, an Employee Assistance Program, and a 401(k) with auto-enrollment. Many roles also have generous time off and holidays, donation matching (up to $10,000), and a wide menu of extras like FSAs, commuter benefits, legal and identity-theft protection, pet insurance, and wellness discounts. Optional programs can include student-loan and home-purchase support, plus family care resources and expert medical services.