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Customer Defect Coordinator, Amersham

Job Status: Full Time
Location: GB-ENG-Amersham, UK
Benefits: Benefits

Title: Customer Defect Coordinator

Company: Autotask

Status: Fulltime Location: Amersham, UK

Department: AEM Engineering

Reports To: Software Quality Manager, AEM

Job Summary:

Responsible for managing personnel and processes associated with the triage, correction, testing and release of all customer reported software defects. They will act as a liaison between engineering and client services to assure efficient, high quality resolutions to customer reported issues, and also manage processes designed to quantify and address internally reported issues in a timely fashion with high quality. As part of the Engineering team, this person will also participate in broader product development activities as required.

Essential Responsibilities:

  • Qualify issues reported by the Product Support Team and manage development efforts on confirmed software defects.
  • Manage processes designed to support prioritizations and escalations initiated by the Product Support Team to ensure that customer reported issues are worked with the appropriate level of urgency.
  • Maintain lines of communication with the Product Support Team to ensure continuous customer communications on status of open issues.
  • Work directly with Quality Management, Product Management and Software Development to ensure that all defect fixes are consistent with business requirements.
  • Work directly with customers as needed to help verify and understand reported issues.
  • Review, qualify, and escalate internally reported issues to ensure that high priority defects are addressed before they are reported by customers.
  • Manage processes that facilitate proactive correction of errors logged by applications.
  • Design and implement changes to existing defect management processes as required by changes in the business.
  • Develop, implement and maintain a customer facing known issue list in conjunction with the Product Management Team.

Qualifications:

  • Strong process and project management skills.
  • Ability to lead and motivate a team.
  • Strong inter-personal skills, and a demonstrated ability to interface and maintain positive, constructive relationships with peers throughout the organization.
  • Manage processes that interface with other departments within the organization.
  • Outstanding attention to detail.
  • Ability to deliver superior software applications through the implementation of a quality philosophy.
  • A good understanding of the Software Development Lifecycle.
  • Excellent communication, organization, documentation, written, verbal, and presentation skills.
  • Experience with Microsoft Windows, Microsoft Office and other business-related software
  • Strong troubleshooting skills.
  • Positive attitude, enthusiasm, motivation and a desire for continuous improvement.

Education and/or Experience:

  • Bachelor’s degree or equivalent work experience 

Essential Responsibilities:

  • Qualify issues reported by the Product Support Team and manage development efforts on confirmed software defects.
  • Manage processes designed to support prioritizations and escalations initiated by the Product Support Team to ensure that customer reported issues are worked with the appropriate level of urgency.
  • Maintain lines of communication with the Product Support Team to ensure continuous customer communications on status of open issues.
  • Work directly with Quality Management, Product Management and Software Development to ensure that all defect fixes are consistent with business requirements.
  • Work directly with customers as needed to help verify and understand reported issues.
  • Review, qualify, and escalate internally reported issues to ensure that high priority defects are addressed before they are reported by customers.
  • Manage processes that facilitate proactive correction of errors logged by applications.
  • Design and implement changes to existing defect management processes as required by changes in the business.
  • Develop, implement and maintain a customer facing known issue list in conjunction with the Product Management Team.

Qualifications:

  • Strong process and project management skills.
  • Ability to lead and motivate a team.
  • Strong inter-personal skills, and a demonstrated ability to interface and maintain positive, constructive relationships with peers throughout the organization.
  • Manage processes that interface with other departments within the organization.
  • Outstanding attention to detail.
  • Ability to deliver superior software applications through the implementation of a quality philosophy.
  • A good understanding of the Software Development Lifecycle.
  • Excellent communication, organization, documentation, written, verbal, and presentation skills.
  • Experience with Microsoft Windows, Microsoft Office and other business-related software
  • Strong troubleshooting skills.
  • Positive attitude, enthusiasm, motivation and a desire for continuous improvement.

Education and/or Experience:

  • Bachelor’s degree or equivalent work experience 
Disclaimer:
Autotask is not accepting unsolicited assistance from search firms/employment agencies for this employment opportunity. Please, no phone calls or emails to any employee of Autotask about this opening. All resumes submitted by search firms/employment agencies to any employee at Autotask via-email, the Internet or in any form and/or method without a valid written search firm agreement in place for this position will be deemed the sole property of Autotask; no fee will be paid in the event a candidate is hired by Autotask as a result of the unsolicited referral or through other means.