Customer Response Expert
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Job Summary
AVEVA is a global leader in industrial software. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life such as energy infrastructure chemicals and minerals safely efficiently and more sustainably.
Were the first software business in the world to have our sustainability targets validated by the SBTi and weve been recognized for the transparency and ambition of our commitment to diversity equity and inclusion. Weve also recently been named as one of the worlds most innovative companies.
If youre a curious and collaborative person who wants to make a big impact through technology then we want to hear from you! Find out more at AVEVA Careers.
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Job Title:Customer Response Expert
Location:Beijing
Employment Type: Full-time
客户需求响应技术专家
作为研发团队的对外接口负责接收分析并协调客户反馈的需求与技术问题
主导客户问题的分级分类与优先级评估确保关键问题得到及时响应与闭环
深入理解HMI/SCADA产品功能与技术架构能够快速定位问题归属并协调内部资源推动解决
与PresalesCustomer Support团队紧密协作确保客户声音准确传达至研发团队
建立并维护客户反馈跟踪机制如Feedback TrackerIssue Board确保问题处理透明可追溯
定期汇总客户反馈趋势输出分析报告为产品迭代与技术改进提供数据支撑
参与客户沟通必要时直接对接客户代表研发团队提供技术解释与解决方案建议
协调跨职能团队开发测试架构产品高效协作缩短问题解决周期
任职要求
本科及以上学历自动化计算机或相关专业
对HMI/SCADA系统有良好的理解熟悉产品功能与典型工程应用场景
具备较强的问题分析与根因定位能力能够在客户描述中提炼关键技术信息
具备优秀的跨团队沟通与协调能力能够高效推动多方协作
具备项目管理或问题管理经验熟悉Issue Tracking工具如JiraAzure DevOps等
有客户对接经验能够以专业且耐心的方式与客户沟通技术问题
具备良好的文档撰写与总结能力能够输出清晰的问题报告与分析文档
具备基本英语听说读写能力可阅读技术文档及与海外团队/客户沟通
加分项
有技术支持售后工程师或解决方案工程师相关工作经验
熟悉工业自动化行业客户需求如能源电力制造等
有DevOps或CI/CD流程理解能够评估问题修复的发布节奏
熟悉OPC UAMQTT等工业通信协议能更深入理解客户现场问题
有Presales或Customer Success相关经验者优先
The job
The Customer Response Expert serves as the primary interface between customers and the R&D organization leading the intake prioritization tracking and resolution of customer requirements and technical issues. Working closely with Presales Customer Support Product Management Development QA and Architecture teams this role ensures customer feedback is translated into actionable improvements helping enhance product quality customer satisfaction and business success.
Key responsibilities
- Act as the primary R&D contact for customer feedback requirements and technical issues ensuring timely analysis and resolution.
- Lead issue triage classification and prioritization to ensure critical customer concerns are addressed effectively.
- Coordinate cross-functional teams including Development QA Architecture and Product Management to drive problem resolution and shorten response times.
- Maintain customer feedback tracking mechanisms and issue management processes to ensure transparency and traceability.
- Analyze customer feedback trends and provide insights that support product enhancements and technology improvements.
Essential requirements
Bachelors degree or above in Automation Computer Science Engineering or a related discipline.
Solid understanding of HMI/SCADA systems including product functionality and typical industrial application scenarios.
Strong analytical and troubleshooting skills with the ability to identify root causes from customer-reported issues.
Proven experience working with issue tracking or project management tools such as Jira or Azure DevOps.
Effective written and verbal communication skills in English with the ability to collaborate with global teams and customers.
Desired skills and competencies
Customer-focused mindset with experience in technical support customer success presales or solution engineering roles.
Strong collaboration and stakeholder management skills with the ability to build trust and drive alignment across teams.
Curiosity and continuous learning mindset with knowledge of industrial automation technologies and customer use cases in industries such as Energy Power or Manufacturing.
Familiarity with DevOps/CI/CD practices.
R&D at AVEVA
Our global team of 2000 developers work on an incredibly diverse portfolio of over 75 industrial automation and engineering products which cover everything from data management to 3D design. AI and cloud are at the centre of our strategy and we have over 150 patents to our name.
Our track record of innovation is no fluke its the result of a structured and deliberate focus on learning collaboration and inclusivity. If you want to build applications that solve big problems join us.
AVEVA is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.
Come and join AVEVA to create the transformative technology that enables our customers to engineer a better world.
About Company
At AVEVA, we work with you and harness the power of our ecosystem, to deliver solutions and expertise to optimize engineering, operations and performance.
