Customer Response Expert

Aveva
Beijing
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceEducation: bachelorsSkills: ["Analytical thinking","Troubleshooting","Communication","Collaboration","Stakeholder management"]

Lead the Customer Response Team as the primary interface between customers and the R&D organization. Own the intake, prioritization, tracking, and resolution of customer requirements and technical issues, coordinating across Presales, Customer Support, Product Management, Development, QA, and Architecture. Drive issue triage and cross-functional problem resolution, maintain traceable tracking processes, and analyze feedback trends to support product enhancements and technology improvements.

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FursaFursa
Aveva
Aveva
1 month ago

Customer Response Expert

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 days agoStatus: Live

Job Summary

Lead the Customer Response Team as the primary interface between customers and the R&D organization. Own the intake, prioritization, tracking, and resolution of customer requirements and technical issues, coordinating across Presales, Customer Support, Product Management, Development, QA, and Architecture. Drive issue triage and cross-functional problem resolution, maintain traceable tracking processes, and analyze feedback trends to support product enhancements and technology improvements.
Location: Beijing
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Serve as the primary R&D contact for customer feedback, requirements, and technical issues, ensuring timely analysis and resolution.
  • •Lead issue triage, classification, and prioritization for critical customer concerns.
  • •Coordinate cross-functional teams (Development, QA, Architecture, Product Management) to drive problem resolution and reduce response times.
  • •Maintain customer feedback tracking and issue management processes for transparency and traceability.
  • •Analyze customer feedback trends and provide insights to support product and technology improvements.

Key Requirements

  • •Bachelor’s degree or above in Automation, Computer Science, Engineering, or a related discipline.
  • •Solid understanding of HMI/SCADA systems and typical industrial application scenarios.
  • •Strong analytical and troubleshooting skills to identify root causes from customer-reported issues.
  • •Proven experience using issue tracking or project management tools such as Jira or Azure DevOps.
  • •Effective written and verbal communication skills in English for collaboration with global teams and customers.
Education:Bachelor's in Automation, Computer Science, Engineering (or related discipline)
Skills:Analytical thinkingTroubleshootingCommunicationCollaborationStakeholder management
Languages:English
Tech Stack:HMISCADAJiraAzure DevOpsDevOpsCI/CDEnglish

Company Brief

Aveva
Provides industrial software for engineering, design, and information management across industries including oil & gas, manufacturing, and utilities. Delivers solutions for digital transformation, asset performance, and operations optimization.
Industry: Industrial Automation
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Cambridge, United Kingdom
Founded: 1967
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn