About this role
About Us
Pedders Suspension & Brakes is a proud Australian family-owned business with a long history, a strong future, and a solid association with motorsport. With global presence and being renowned for our quality product range, we are the market leaders in the undercar space, and when you join us, you join a strong national network and a team of high performers.
The Opportunity We are currently seeking an experienced Support Engineer- Applications to join our IT team based in our support office at Dandenong South.
Key Responsibilities
- Provide exceptional application support to employees, company stores, franchisees and authorised users across multiple channels, including tickets, phone, email, chat and face-to-face interactions, ensuring a high level of customer satisfaction and service delivery.
- Manage and triage application support requests, incidents, data issues, access requests and service enquiries, ensuring timely resolution within agreed service levels while maintaining ownership through to completion.
- Investigate, troubleshoot and resolve issues across Pronto Xi and related business applications, identifying root causes, providing practical solutions and escalating complex defects or integration issues where required.
- Administer and maintain critical business systems, including user access, security roles, permissions, configuration, data integrity, application performance and operational support of core ERP processes.
- Support key business functions across sales, inventory, purchasing, finance, customer accounts, pricing, workshop operations, point-of-sale and invoicing processes, ensuring system reliability and business continuity.
- Monitor application interfaces, scheduled jobs and data synchronisation processes, investigate failures, reconcile transactions, capture diagnostic information and coordinate resolution with internal stakeholders and external vendors.
- Contribute to system enhancements, upgrades, testing and project delivery activities, including new store and franchise onboarding, user acceptance testing, release validation, go-live support and post-deployment monitoring.
- Develop reporting, support documentation, knowledge articles, process guides and training materials, while providing stakeholder communication, trend analysis, continuous improvement recommendations and knowledge-sharing initiatives across the business.
Why Join Pedders?
Bonus structure - recognition of your great performance and behaviours that align to our Pedders' values. Our generous discounts on Pedder parts as well as other products and services through our Pedders Perks app which provides access to our rewards partners (retailers, utilities, insurance providers, petrol stations etc). Learning & Development Initiative - we believe strongly in continuous learning and pay for up to 5% of your base salary each year towards approved professional development courses as well as up to 5 days paid L&D leave to undertake courses.
Reward and recognition program, in recognition for your outstanding performance and commitment to the Pedders values Flexible, hybrid working conditions, with 2 days WFH and onsite parking for office days. Generous employee referral program in recognition of referring suitable talent into Pedders Service milestone recognition, celebrating your dedication and loyalty to Pedders We provide a confidential and free of charge Employee Assistance Program, which offers one on one counselling sessions for employees and family members.
Health and wellbeing initiatives We provide a clean, inclusive and safe working environment with family-centric values Career opportunities and progression; we love to promote and grow people within the business. We offer a combination of online and in-person training, for all areas of your position.
- What You Bring To The Team Relevant IT qualification, or equivalent demonstrated experience supporting ERP and business applications.
- Demonstrated experience supporting ERP systems, ideally Pronto Xi or a similar platform, with the ability to quickly learn new applications and business processes.
- Strong understanding of ERP-driven business operations, with the ability to troubleshoot issues across system configuration, data, workflows and integrations.
- Experience managing incidents, service requests and support tickets through an IT service management platform while maintaining accurate documentation and knowledge records.
- Proven ability to support business-critical applications across multi-site retail, branch or franchise environments, ensuring service levels and user expectations are met.
- Experience diagnosing and resolving application issues, managing defects and escalations, and working closely with software vendors, implementation partners and technical teams.
- Knowledge of user access administration, security roles, permissions, application testing and change management, including UAT, regression and functional testing practices.
- Excellent customer service, communication and stakeholder engagement skills, with the ability to explain technical issues in clear business terms and build strong working relationships.
Highly organised with strong attention to detail, time management and prioritisation skills; Experience in automotive, retail, workshop management, cloud applications, reporting tools and SQL will be highly regarded How to Apply Here, you don’t just land a career, you can join a brand for life. When you join us, you join a strong national network and a team of connected people who support each other, care about being the best that they can be – but also care about you. No matter your career destination, we’ll support you on the journey there. Are you ready to take the next step in your career journey and join a rewarding business and team? Click on the APPLY NOW button to upload your resume