Customer Issue Process Specialist

Description:

The Customer Field Issue Process Specialist will be working within Itron’s Development Process Quality and Test (DPQT) team within the R&D department. This role will work alongside the Firmware Sustaining team that handles customer field issues and the Meter Farm team. This position will require cross-functional interactions with many other groups within the R&D global organization for Itron with emphasize on the Network organization.

This role will be focus on evaluation of how Defeats/ bugs are handled, reviewed, and evaluated within Azure DevOps. The individual in this role with be creating queries to look at the data and found items that are not complying. This person will hold cross functional meetings to discuss these findings and make sure all parties agree on how the various defeats are being handled. This person will evaluate processes from various group about how defeats are handled and create new common processes so that all groups are following the same standard. This person will evaluate defeat escapes, how these were missed internally, and recommend improvements to Itron testing to prevent the escape going forward. This role will look into how the Customer Returns department interacts with the R&D department and create process to improve these interactions and response times.

Job Duties & Responsibilities
 

• Hold monthly Defeat/ bug Review Board meetings with Directors, Vice Presidents, and other key members about customer field issues
• Create new Queries within Azure DevOps to support meetings and other job responsibilities
• Work with the Azure DevOps (ADS) Core Team to improve the existing work item types in ADS to improve processes
• Create new processes or implement process improvements for cross function standardization of defeat handling
• Evaluate customer escapes to improve Itron process to prevent that type of escape again
• Work with Customer Returns, Quality, and various R&D groups to create new process controls for how customer returned material comes to R&D for further evaluation