Technical Communication Delivery Specialist Support the delivery of online, electronic, and print technical content for customers. This includes, but is not limited to, Client Global Portal support, Parts and Service technical bulletin coordination, electronic/print deliverables, and customer billing. Support the business through strategy deployment, vendor and customer relations, billing, and global enhancement projects. Publish and maintain customer support for all electronic/online/print technical content for products ranging from mining trucks to forklifts, which results in a revenue of 600K dollars annually. Manage content distribution and inventory activities for on-time delivery and up-to-date billing of all activities. Develop organization and automation opportunities to enhance current processes and improve customer experience.
Major Responsibilities/Essential Functions: Collaboration:
- Provide customer support and leadership for associates to ensure manual availability and ordering access.
- Monitor Technical Bulletin (PSN) release management.
- Facilitate collaboration with SMEs, associates, and vendors to ensure content accuracy, permissions, and workflow consistency.
- Administration of translation management workflow and policy.
- Publishing:
- Control and maintain database of master files for all technical publications, including replaced or obsolete materials, to provide the most current manuals available.
- Coordinate receipt, distribution, and disposition of print and electronic material for KLTD and affiliates.
- Create covers and title pages.
- Maintain multiple document databases.
- Project/Time Management:
- Manage personal projects and provide associates direction for multiple team projects to ensure accuracy and on-time completion.
- System Administration:
- Troubleshoot web and server errors and set up questions to facilitate resolutions.
- Oversee approval of new OOS users and set up new cost centers.
- Approve manuals in SBOM for KGP North America view.
- Direct management of record maintenance in technical publications databases.
- Other:
- Complete individual goals and support department or company initiatives, as well as provide associate leadership for continuous improvement initiatives to drive success in delivery and customer experience of technical content usability.
- Handle other tasks, projects, etc., as required by management.
Required Education/Experience:
College degree or 35 years' work experience in document management, or related work/military/education experience.
Knowledge, skills and Abilities:
Possibly 510% travel for Gemba with customers or distributors; industry-specific seminars/training; departmental training or meetings.
Strong computer and application aptitude.
Must showcase ability to train others and lead projects.
Must showcase project management in core and goals.
Basic technical communication system administration knowledge and understanding.
Strong problem-solving and system knowledge.
Ability to perform root cause analysis with strong problem-solving skills.
Ability to build rapport, lead, train, and maintain positive relationships with associates and stakeholders.
Commitment to staying updated with technology and best practices.
Technical aptitude or ability to learn Client machine systems or technical content.
Strong leadership and mentoring skills.
Knowledge of Microsoft Office 365 Product Suite, Adobe, PADS, and FrameMaker a plus.
