Customer Response Leader
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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 Leader
Location:Beijing
Employment Type: Full-time
The job
The Customer Response Team Leader 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.
