Knowledge Management Manager

Positions Overview:

We are looking for an Aftersales Support Engineer - Training to join our China Aftersales Competence Centre team. This role will take the lead in knowledge base development, training content creation, and training delivery, with a focus on continuously improving the quality and effectiveness of our aftersales training programs.

The successful candidate should have a background or strong interest in training, with experience in training content creation and development. You will work closely with the Customer Service and Aftersales teams, as well as other key stakeholders, to ensure that our service teams have the knowledge and capabilities needed to deliver an excellent customer experience.

Key Responsibilities

As our Aftersales Support Engineer - Training, you will:

• Develop and continuously improve training content, including FAQs, service scripts, failure modes, troubleshooting procedures, and other technical training materials, ensuring that all deliverables meet agreed quality, quantity, and timeline requirements.
• Collaborate closely with knowledge base stakeholders to collect the necessary technical data, product information, service insights, and other inputs required for training content development.
• Deliver effective training programs to both internal trainers and external third-party service teams, ensuring consistent understanding and application of aftersales knowledge and service standards.
• Monitor and evaluate training quality, including Train-the-Trainer (TTT) sessions and identify opportunities for improvement.
• Leverage data and trainee feedback to evaluate training effectiveness, identify key insights, and continuously improve both training content and delivery methods.
• Drive continuous improvement to ensure sustainable, consistent, and high-quality training delivery across the aftersales service network.

Key Skills & Qualifications

• Bachelor’s degree or above. Electronic/electrical, home appliances, or broader consumer electronics industries would be a plus.
• 1–3 years of relevant experience in training content creation and development
• 1–3 years of experience in training delivery; exposure to presentation, facilitation, or knowledge sharing would be a plus.

• Good command of spoken and written English.

• Good communication and presentation skills, with willingness to work with cross-functional stakeholders.

• An open, structured, and analytical mindset, with strong logical thinking skills.
• Good data analysis and problem-solving skills would be an advantage.

Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.