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Customer Training & Support Representative (IT Department)

Herman Miller Global Customer Solutions (Hong Kong) Limited

  • Company Industries:Trading and Distribution

Job Information

  • Post Date:2018-04-20
  • Career Level:Middle
  • Location:Not Specified
  • Salary:Salary provided
  • Employment Type:Full Time, Permanent
  • Job Function:Support  Technical Writing  Others  

Job Description

Purpose of the job

This application support role is a key contributor to making us the #1 preferred dealer choice helping our sales team and extensive network of International Herman Miller dealers across the Asia Pacific & Middle East succeed in selling our Herman Miller products.

This role works closely with our teams in sales, customer care, account managers and our internal software developers.

To proactively support, train and coach dealer staff to fully utilise Herman Miller’s dealer technology systems.

Creates and communicates strategic training around the deployment and use of new dealer and sales technologies that will enhance the overall dealer experience, such as our dealer electronic order system and dealer extranet.

Works with internal Marketing and Training teams to publish and communicate dealer training strategy.

Specific responsibilities

  1. Become familiar with Herman Miller IT systems to be a subject matter expert – able to show value to other parts of the business.
  2. Provide support to our dealers day to day by telephone, email, and other means as appropriate to external users to ensure effective and efficient use of those systems.
  3. Update the helpdesk system and knowledge base to enable other staff to provide support.   Communicate with support staff of changes or updates, before communicating to dealers.
  4. Delivery of training to dealers using a variety of methods: one-on-one ad-hoc, group sessions, classes, demos, remote training via application sharing, web-based training modules and documentation.
  5. Work closely with internal Marketing and Training departments, Customer Care and Product Managers to ensure every part of the business is coordinated appropriately when there are new product releases, updates, or changes.  Utilitize Herman Miller corporate communication system(s) to share consistent corporate messaging.
  6. Work with other functional areas within the broader sales technology support team in the US to ensure dealer training content is relevant and addresses the greatest needs of Herman Miller dealers.
  7. Create and maintain user documentation for dealer systems, including online and multimedia formats.  Ensure materials are on brand and written in an engaging format.
  8. Update and maintain latest course information including dates, courses and materials.  Proactively work with our outside partners (dealers) to ensure they are taking advantage of training opportunities.
  9. Plan and organise the logistics of training courses i.e. source venues (internal/external), arrange catering, book dealers onto courses in line with authorised requests, send joining instructions to confirmed delegates.
  10. Supports the sales process by meeting dealers and presenting sales, order systems and service offerings.
  11. To work within the requirements of the Company's Health and Safety, Quality and Environmental management systems.
  12. Performs additional responsibilities as requested to achieve business objectives.
Competencies
  1. Degree level qualification in any subject.
  2. Ideally two/three years' experience in a training or application support role.
  3. Experience in sales, product-related training or marketing or supporting either internal/external audiences with an IT based system/application is essential.
  4. Experience of Remote Support tools such as Team Viewer, WebEx and Skype for Business.
  5. Knowledge of Configura CET is an advantage.
  6. Able to support proactively a home-grown application as well as other commercially available software.  Take a support call, own the issue 360 degrees, investigate the issue and finally resolve the issue.
  7. This role requires regular reaching out to our dealer network to fix issues before they escalate.
  8. Valid driving licence and willing to travel to dealer sites.
  9. Ability to help people change and learn new tools.  Prior experience in change management processes to ensure success during a time of change or adoption of new tool/process.
  10. Need to constantly adapt and change our offerings, and be able to challenge the “norm” and look outside the box for new ideas to improve either our IT Ordering Systems or the service that we offer.
  11. Can write clear and concise user documentation.
  12. Excellent verbal and written communication skills and has an aptitude for explaining technical issues to non-technical people.
  13. Can-do attitude when assisting individuals with tools or processes that are new or have changed.
  14. Flexible attitude – prepared to take calls out of hours and work flexible hours.
  15. Self-motivated with a positive attitude during difficult conversations.
  16. Perceptive, analytical, logical, can establish priorities and multi-tasking.
  17. Proficient in written and spoken English, Cantonese & Mandarin.

 

7 minutes’ walking distance from our Headquarter to Wong Chuk Hang MTR station

An attractive remuneration package including 5-day work week, annual leave, medical benefits and good development opportunities will be offered to the right candidate. For interested candidates, please send your resume with latest and expected salary by clicking “APPLY NOW” or via fax no. 8148 6525.

This is an equal opportunities position. All information provided by applicants will be treated in strict confidence and used for recruitment related purposes only. 

Company Info

Herman Miller was founded in 1905 as the Star Furniture Co. in Zeeland, Michigan.  Initially the company produced high quality furniture, Herman Miller works for a better world around you—with inventive designs, technologies and related services that improve the human experience wherever people work, heal, learn, and live. Its curiosity, ingenuity, and design excellence create award-winning products and services, resulting in more than $2.26 billion in revenue in fiscal 2016.

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