Customer Response Expert

AVEVA; Cambridgeshire and Peterborough; On-site; GBP 33,000 - 55,000; Full time

Job summary

AVEVA is seeking a Customer Response Expert in Beijing to act as the primary interface between customers and our R&D organization. You will lead intake, prioritization, tracking, and resolution of customer requirements and technical issues, coordinating with Presales, Customer Support, Product Management, Development, QA, and Architecture teams.

This role ensures feedback is translated into actionable improvements, enhancing product quality and customer satisfaction.

Qualifications

• Bachelor’s degree in Automation, Computer Science, Engineering or related discipline.
• Strong analytical and troubleshooting skills with root-cause identification.
• Experience using issue tracking tools such as Jira or Azure DevOps.

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 to drive problem resolution and shorten response times.
• Maintain customer feedback tracking mechanisms and issue management processes for transparency.
• Analyze customer feedback trends to support product enhancements and technology improvements.

Skills

Analytical skills

Troubleshooting ability

English communication

Cross-functional collaboration

Prioritization skills

Education

Bachelor’s degree in Automation, Computer Science, Engineering

Tools

Jira

Azure DevOps

Job description

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.

We’re the first software business in the world to have our sustainability targets validated by the SBTi, and we’ve been recognized for the transparency and ambition of our commitment to diversity, equity, and inclusion. We’ve also recently been named as one of the world’s most innovative companies.

If you’re 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

岗位职责

• 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Presales、Customer 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 Tracker、Issue 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Jira、Azure 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 UA、MQTT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

• Bachelor’s 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 – it’s 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.

Find out more: aveva.com/en/about/careers/r-and-d-careers/

AVEVA requires all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.

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.