Technical Writer Sr. - Service Communication

Job Information

As a Technical Writer, the Service Communication Specialist Sr creates and distributes technical content for Bobcat dealers and equipment owners. This role involves collaborating with internal teams to produce technical bulletins, product news stories, service announcements, and theory of operation documents. Content is shared through web portals, dealer emails, customer mailings, dealer webinars, and product manuals. As a subject matter expert (SME), this role helps the manager ensure the accuracy and effectiveness of communication systems and processes. Additionally, this role mentors other Service Communication Specialists, ensuring high-quality and consistent content.

Locations offered: West Fargo, ND or Bismarck, ND

Role & Responsibility

Research and Content Creation

• Conduct in-depth research by reviewing project specifics, interviewing SMEs, and analyzing machine manuals, part drawings, and relevant web resources.
• Independently identify and engage suitable research sources and SMEs, demonstrating advanced research capabilities.
• Author and create advanced technical content using specialized software and templates, incorporating text, drawings, images, and relevant links.
• Prepare, refine, and finalize high-quality proofs for SME review, ensuring minimal revisions.
• Collaborate with Service, Training, and Engineering teams to research complex, high-value systems and technologies used in company products.
• Summarize technical information to educate technicians and product operators on the theory of operation.

Collaboration and Communication

• Work closely with service, warranty, engineering, safety, legal, parts, and training departments to develop customized content for dealers and owners.
• Coordinate with sales and marketing communication teams to ensure distinct and cohesive content for service and sales audiences.
• Proactively engage key staff members to address project needs independently
• Ensure content is distributed effectively via web portals, dealer emails, customer mailings, and webinars. 

Project Management and Process Improvement 

• Efficiently manage multiple projects concurrently, independently prioritizing and completing tasks on schedule.
• Assist the manager with identifying and deploying project priority changes for other Service Communication Specialists.
• Regularly update project status in the company database and lead discussions on potential priority changes with the manager when necessary. 
• Mentor other Service Communication Specialists, ensuring they are adequately trained in content authoring and distribution tools.
• Support the manager in maintaining and enhancing the team's project request system.
• Collaborate with the manager to organize and execute periodic dealer webinar events.
• Support that the team meets project timelines and quality expectations.
• Become a subject matter expert on authoring and content delivery systems required to support the service communication team.
• Oversee the development and maintenance of process standards and work instructions, documenting team tasks.
• Utilize expertise in Product Lifecycle Management (PLM) or Product Information Management (PIM) systems to assist with data entry and administration of the product change database.

Job Requirement

• Bachelor’s degree in Communications, Technical Writing, Engineering, or a related field
• Minimum of 5-7 years of experience in technical writing, service communication, or a related discipline
• Experience in the equipment or manufacturing industry is highly preferred
• Proven ability to conduct thorough research on complex topics by reviewing project specifics, interviewing SMEs, and analyzing machine manuals, part drawings, part lists, schematics, and existing content
• Demonstrated expertise in identifying and engaging suitable research sources and SMEs independently
• Advanced skills in authoring and creating content using specialized software and templates, including text, drawings, images, and relevant links
• Proven ability to prepare, refine, and finalize high-quality proofs for SME review, ensuring minimal revisions
• Experience in independently distributing approved content on various platforms such as web portals, dealer emails, customer mailings, webinars, and product manuals
• Proven ability to independently prioritize and complete tasks on schedule
• Ability to summarize technical information to educate technicians and product operators on the theory of operation
• Experience mentoring and training others on content authoring and distribution tools
• Proficiency in Product Lifecycle Management (PLM) or Product Information Management (PIM) systems
• Exceptional written and verbal communication skills, with the proven ability to convey complex technical information clearly and concisely
• Demonstrated leadership abilities with a proactive approach to identifying and addressing project needs
• Ability to travel occasionally (<15%)