Senior RMA Customer Service Transformation Engineer
Core
Lead transformation of customer service and case management processes, systems, and tools within the global service and repair supply chain for high-performance computing and AI products.
Role type
Senior Customer Service Transformation Engineer
Builds
Customer-facing workflows, CRM platforms, dashboards, and service management systems
Domain
Technology / High-performance computing / AI / Supply chain operations
Required skills
Process transformation, case management lifecycle, supply chain operations, CRM platforms, data analysis, cross-functional leadership, executive reporting, operational risk management
Preferred skills
Lean, Six Sigma, APICS, PMP, ITIL certifications, experience with hyperscalers/data centers, automation and self-service design
Technologies
SFDC, CRM, case management, ticketing, workflow, service management systems
Responsibilities
Provide transformation leadership for service and repair supply chain operations; Own customer-facing workflows for intake, triage, resolution, and closure; Partner with cross-functional teams to improve service outcomes; Analyze case trends and metrics to drive corrective actions; Support executive-level reporting and business reviews; Build scalable customer management practices and governance mechanisms
Seniority
Senior, hands-on IC
