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Herman Miller
: Purpose of the job Responsible for awareness, adoption, and training of software applications at Herman Miller for both internal audiences (employees) and external audiences (Herman Miller dealers): -Conducts activities critical to the success of software applications at Herman Miller. -Creates and communicates strategic training and marketing initiatives around the deployment and use of new technologies that will enhance the overall employee and dealer experience. -Works with internal Marketing and Training teams to publish and communicate training strategy. -Serves to engage others with IT software and tools by working with internal and functional areas and dealers to communicate and show how technology can enhance their productivity and efficiency. -To proactively train and coach dealer staff to fully utilise Herman Miller's technology systems. Specific responsibilities 1. Become familiar with Herman Miller systems to be a subject matter expert - able to show value in the tools and provide support for questions when needed. 2. Preparation of training systems, documentation, and related administrative tasks for IT deployments and launches. 3. Delivery of training to employees and dealers using a variety of methods: one-on-one, group sessions, classes, demos, remote training via application sharing, web-based training modules and documentation. 4. Perform IT Awareness sessions with internal employees to enhance their technical knowledge. Help employees see "why" the tools are valuable - not just "how" to use the tools. 5. Work closely with internal Marketing and Training departments to ensure consistent delivery model. Utilitize Herman Miller corporate communication system(s) to share consistent corporate messaging. 6. Provide support by telephone, email, and other means as appropriate to internal and external users of IT systems to ensure effective and efficient use of those systems. 7. Work with other functional areas to ensure training content is relevant and addresses the greatest needs of HM employees and dealers. 8. Create and maintain user documentation for IT systems, including online and multimedia formats. Ensure materials are on brand and written in an engaging format. 9. Updates and maintains latest course information including dates, courses and materials. Proactively works with outside partners (dealers) to ensure they are taking advantage of training opportunities. 10. Track and manage participation in IT Communication projects with high level of customer service; Develops reports and manages follow-up to internal areas. 11. Plan and organise the logistics of training courses i.e. source venues (internal/external), arrange catering, book employees onto courses in line with authorised requests, send joining instructions to confirmed delegates. 12. Work with IT and internal resources to provide regular training opportunities that improve employee and dealer productivity and efficiency. Develop a formal agenda and schedule in which to reach out to both employees and dealers with training opportunities - be proactive in the offering of training, rather than reactive. 13. Update the help system and other records to enable other staff to provide support. Communicate with support staff of changes or updates, before communicating to employees. 14. Help in the promotion of IT systems through use of telephone manner, call logging, proactive dealer calls and visits, and selling the benefits of the system to dealer staff and HM sales team. 15. Supports the sales process by meeting customers and presenting IT systems and service offering. 16. To work within the requirements of the Company's Health and Safety, Quality and Environmental management systems. 17. Performs additional responsibilities as requested to achieve business objectives. Resource management Financial : None Human : None Contacts and relationships Internal contacts : HM Regional Sales Managers and selected salespeople. Office-based Customer Care team. Herman Miller staff particularly IT and Contract Administrator. External contacts: HM dealers and dealer salespeople. Person profile Education and experience Essential : Idealy Two/three years experience in a training or learning environment Experience in sales, product-related training or marketing Preferred : Degree level qualification in any subject NVQ Level 4/BTEC Professional Diploma or Certificate Competencies Essential: • Ability to help people change and learn new tools. Prior experience in change management/managing people and processes to ensure success during a time of change or adoption of new tool/process. • Strong aptitude for IT and technology (Windows PCs, mobile technology, tablets) • Quick to learn new technologies. • Excellent verbal and written communication skills • Can write clear and concise user documentation • Has an aptitude for explaining technical issues to non-technical people. • Builds customer loyalty and confidence. • Valid driving licence and willing to travel. • Maintains professional image. Preferred: Characteristics Essential: • Able to stay positive during difficult conversations. • Can-do attitude when assisting individuals with tools that are new. • Flexible attitude - prepared to take calls out of hours, and work flexible hours. • Can establish priorities and handle many projects. • Is self motivated with a positive attitude. • Excited by the use of technology. • Perceptive, analytical and logical. Herman Miller is committed to diversity and inclusion. We are an equal opportunity employer including veterans and disabilities.