Senior RMA Customer Service Transformation Engineer

Responsibilities

• Provide transformation leadership of customer service and case management process and procedures 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.
• Improve customer service systems, CRM platforms, dashboards, and workflow tools to increase transparency and performance.
• Analyze case trends, service performance, backlog, response times, aging, and root causes to drive corrective actions across the complete TAT (end-to-end lifecycle).
• Support executive-level reporting, business reviews, and customer-facing updates.
• Drive transformation initiatives that improve responsiveness, consistency, scalability, and customer happiness.
• Build and deliver scalable customer management practices, governance mechanisms, and critical performance metrics.
• What We Need To See
• Over 12 years of experience in large enterprise customer relations and case coordination, ideally within service, repair, and/or supply chain operations.

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