Job ref no.: CT3113310-01#0134
Endeavour Search Limited

IT Application Support Specialist – Field Services & Training

Endeavour Search Limited

  • 5-day week
  • Dental plan
  • Discretionary bonus
  • Insurance plan
  • Medical plan
  • Work at home

About the Company

  • US Office Solutions Company
  • Over 100 years of experience in product innovation and services excellence with strong global presence
  • Annual sales turnover is over USD2billion

Executive Summary

  • 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 dealers across the Asia Pacific & Middle East succeed in selling products and services.
  • 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 our 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.

Major Responsibilities:

  • Become familiar with company’s IT systems to be a subject matter expert – able to show value to other parts of the business.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • Create and maintain user documentation for dealer systems, including online and multimedia formats. Ensure materials are on brand and written in an engaging format.
  • 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.
  • 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.
  • Supports the sales process by meeting dealers and presenting sales, order systems and service offerings.

Key Requirements:

  • Degree level qualification in any subject.
  • At least 3 years' experience in a training or application support role.
  • Experience in sales, product-related training or marketing or supporting either internal/external audiences with an IT based system/application is essential.
  • Experience of Remote Support tools such as Team Viewer, WebEx and Skype for Business.
  • Knowledge of Configure CET is an advantage.
  • 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.
  • This role requires regular reaching out to our dealer network to fix issues before they escalate.
  • 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.
  • 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.
  • Can write clear and concise user documentation.
  • Excellent verbal and written communication skills and has an aptitude for explaining technical issues to non-technical people.
  • Can-do attitude when assisting individuals with tools or processes that are new or have changed.
  • Flexible attitude – prepared to take calls out of hours and work flexible hours.
  • Self-motivated with a positive attitude during difficult conversations.
  • Perceptive, analytical, logical, can establish priorities and multi-tasking.
  • Proficient in written and spoken English, Cantonese & Mandarin.

To apply, please send your CV in word document via CTgoodjobs of to peter(a) or call Peter at 3956-1828 for a confidential discussion.

More job information
Job ref no. CT3113310-01#0134
  • N/A
Job Function
Employment Term
  • Permanent
  • Full-time
  • 3 years
Career Level
  • Non-management level
  • Degree