Customer Response Expert

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 . For more information about our privacy policy and how to manage cookies, visit our Privacy Policy . 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 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 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.