Customer Issue Process Specialist

Itron is revolutionizing how utilities and cities manage energy and water. We are committed to creating a more sustainable, resourceful world. Join us.
For decades, Itron has been delivering critical energy and water infrastructure services to customers around the globe-and we're just getting started. Join us and help design the future of resource management.
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
Required Skills & Experience:
- 3-5 years of experience creating and executing queries in Azure DevOps
- Background in testing or development
- Experience mining large amounts of data for trends, issues, non-compliance, and changes in product behavior
- Skilled in enhancing process to prevent escapes
- 3-5 years of experience collaborating with cross functional teams to create process controls
- Strong interpersonal and communication abilities
Education:
Bachelor's degree or equivalent work experience required
Preferred Skills & Experience:
Previous experience working with SQL database desired
Itron enables utilities and cities to safely, securely and reliably deliver critical infrastructure services to communities in more than 100 countries. Our portfolio of smart networks, software, services, meters and sensors helps our customers better manage electricity, gas and water resources for the people they serve. By working with our customers to ensure their success, we help improve the quality of life, ensure the safety and promote the wellbeing of millions of people around the globe. Itron is dedicated to creating a more
Liberty Lake, WA: The base salary is $75,000- $148,000
This position also includes a
competitive benefit package
including financial, social, health and wellbeing programs, paid vacation, 401k matching, employee stock purchase program, hybrid work schedule, and more
This is a typical office job, with no special physical requirements or unusual work environment.
Itron enables utilities and cities to safely, securely and reliably deliver critical infrastructure solutions. We provide smart networks, software, services, meters, and sensors to better manage electricity, gas, water and city services. We are dedicated to creating a more resourceful world.

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