Customer Response Leader
On-siteBeijing, Beijing, China
Job Summary
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.
Required Qualifications
- 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
- Must undergo and pass a comprehensive background check
Desired Qualifications
- 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
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