Network Products Customer Quality Engineer, RMA

Details

NVIDIA has been transforming computer graphics, PC gaming, and accelerated computing for more than 25 years. It’s a unique legacy of innovation that’s fueled by great technology—and amazing people. Today, we’re tapping into the unlimited potential of AI to define the next era of computing. An era in which our GPU acts as the brains of computers, robots, and self-driving cars that can understand the world. Doing what’s never been done before takes vision, innovation, and the world’s best talent. As an NVIDIAN, you’ll be immersed in a diverse, supportive environment where everyone is inspired to do their best work. Come join the team and see how you can make a lasting impact on the world.

At NVIDIA, we’re pioneering the future of technology and artificial intelligence with cutting-edge solutions that are shaping the world’s data-driven innovations. We are seeking a highly motivated and detail-oriented Network Products Customer Quality Engineer (RMA Focal) to join our Customer Support and Operations team. In this role, you will be responsible for managing the return material authorization (RMA) process for NVIDIA's network products. You will work closely with internal cross-functional teams including engineering, quality assurance, logistics, and customer support as well as interfacing directly with customers to ensure the timely and accurate processing of hardware in need of replacement, ultimately ensuring a high level of customer satisfaction for the entire RMA process. This is a fast-paced, customer-focused position requiring excellent problem-solving skills, technical knowledge of networking products, and strong communication abilities.

Responsibilities

RMA Processing:

• Manage the end-to-end process of Network Product RMAs, including verifying warranty status, diagnosing issues, and helping process RMA requests from customers.
• Coordinate with the supply chain and logistics teams to ensure timely shipment of replacement products to customers.
• Ensure proper documentation for each RMA case, including tracking numbers, repair details, and resolution status.

Customer Interaction:

• Provide clear and professional communication to customers regarding RMA status, resolution times, and next steps.
• Address customer concerns or escalations, providing timely solutions and updates on RMA processes.

Product Evaluation & Testing:

• Work with internal engineering and quality assurance teams to troubleshoot and evaluate returned products to confirm defects or issues.
• Assist with root cause analysis for returned products, including gathering data for the engineering team to improve product quality.

Inventory Management:

• Monitor RMA inventory levels to ensure adequate stock of replacement parts and products.
• Work with the logistics team to manage returns and process returns to vendors or repair centers.

Reporting & Documentation:

• Maintain accurate records of all RMAs, including tracking, resolutions, and product lifecycle information.
• Prepare and provide regular status reports to management, highlighting trends in returns, issues with specific products, or recurring problems that may require engineering intervention.

Continuous Improvement:

• Identify opportunities to improve the RMA process, reduce return rates, and enhance customer satisfaction.
• Collaborate with other departments, including Engineering, Sales, and Support, to improve product quality and the overall RMA experience for customers.

Requirements

• Bachelor's degree in Computer Science, Engineering, Business, or a related field, or equivalent experience.
• 5+ years of experience in an RMA, technical support, or logistics role, preferably with network hardware products.
• Familiarity with networking products, such as switches, routers, and other data center equipment.
• Experience with troubleshooting techniques for common issues.
• Ability to work independently and manage multiple tasks with tight schedules.
• Proficient with Microsoft Office Suite (Excel, Word, PowerPoint)
• Excellent written and verbal communication skills, with a customer-centric attitude.
• Strong analytical and problem-solving skills with attention to detail and a commitment to maintaining high levels of accuracy in all work.
• Team-oriented with the ability to collaborate across departments and adaptable to a fast-paced and evolving work environment.
• Strong sense of ownership and responsibility for customer satisfaction.

Benefits

Widely considered to be one of the technology world’s most desirable employers, NVIDIA offers highly competitive salaries and a comprehensive benefits package. As you plan your future, see what we can offer to you and your family www.nvidiabenefits.com/

The base salary range is 128,000 USD - 247,250 USD. Your base salary will be determined based on your location, experience, and the pay of employees in similar positions. You will also be eligible for equity and benefits.