Service Information Specialist

Major Purpose

Develops and authors detailed, complex technical information such as service manuals and parts manuals to document procedures for the operation, diagnostics, and repair of products. May serve as a lead worker to other technical copywriters and also requires strong technical knowledge of products. Possesses detailed knowledge of mechanical and electrical systems and ability to describe their function and operation characteristics in a clear manner for use by dealer technicians and other product support personnel. Works with engineering information (i.e., schematics) but may also be required to develop schematics from other Engineering data. Provides input to Product Develop Process and Customer Satisfaction process. Writing at this level will require extensive investigation and may have to be hands-on with product.

Major Duties
• Authors detailed, complex technical information regarding operation characteristics, diagnostics, and repair procedures. Writing at this level requires extensive investigation and may include hands-on product familiarity.
• Works with engineering information such as schematics, but may also be required to develop information from other engineering data.
• Serves as the contact with other functional areas, including product safety, legal, patent and engineering to ensure functional standards are incorporated and utilized appropriately in technical information publications.
• May serve as a mentor and lead worker for other technical information authors.
• Researches and makes recommendations to develop authoring standards and delivery processes that include a common development of dealer and customer service solutions via technical publications.
• Develops, coordinates, and conducts training for technical copywriters on authoring standards.
• Leads the development and implementation of technical information authoring standards for all publications within assigned area.
• Creates, selects, and prepares complex graphics for publications including photographs, drawings, etc.

Skills, Abilities, Knowledge

Effective writing skills, including grammatical usage, persuasive copy and style.

Knowledge of drawing and schematic interpretation, product models, geometric dimensioning and tolerancing.

Ability to use various department specific computer programs.

Knowledge of mechanical and electrical systems.

Skill in project management.

Understanding of Customer Support Process