Technical Documentation Manager/Publishing Engineer

Position Summary

Reporting to the Americas Director of Customer Care, the AMF Technical Documentation Manager/Publishing Engineer is a "player/coach" and will be responsible for both the daily supervision of the technical documentation department and in the role of developing content and creating technical information for customers in the form of manuals, training material, etc.

Key Responsibilities

• Work together with other departments to develop high-quality technical documentation for customers.
• Prioritize and manage departmental projects driving continuous improvement.
• Continuously document, update and improve processes to develop technical documentation.
• Manage the team; Hire, supervise, train, motivate, evaluate, counsel, and resolve teammate issues/address concerns.
• Develop or implement new tools, processes, and projects to improve the customer experience.
• Provide exceptional customer service including but not limited to proactive & responsive phone calls, troubleshooting, and researching requests, and consistent and timely follow-up with both internal and external customers.
• Develop departmental goals, and KPI's and regularly measure performance.
• Maintain department direction and vision in line with Customer Care department priorities.

• Produce technical documentation and store in AMF Method.
• Manage the AMF Method™ tool including supervision of the programmer and development of improvements.
• In partnership with service teammates, participate in the development of training packages to sell to customers.
• Problem-solve internally to ensure that both the internal and the external customer needs are met in a timely and complete manner.
• Support a culture of safety and maintain zero accident environment and ensure safe and suitable work environment for self, teammates, and customers.

Required Knowledge/Skills & Experience

• Proven department management background or team leadership experience.
• Minimum of 5 years rounded electro-mechanical technical experience.
• Educational courses/degree in related fields engineering, English, technical writing, business management.

• Ability to both manage and do.
• Ability to work with people from multiple departments and levels.
• Possess an openness to listening and learning with the ability to convey difficult messages sensitively.
• Strong written and verbal communication skills; particularly the ability to listen, interpret and explain.
• Ability to handle detailed, complex work and competing priorities.
• Able to use their initiative to prioritize work, do research and problem-solve under pressure
• Motivated, focused, friendly, patient, organized, and proactive individual who can work in and lead a team
• Enthusiastic with a flexible "can do" attitude
• Superior skills with Microsoft Office suite of software
• Advanced computer operations including internet and email protocols, connectivity and understanding of internet networking, CRM, and relational databases.

Working Conditions

This position is typically located in an office environment however will include internal time in manufacturing environment and occasional physical effort and risk-associated preplanned visits to field sites.

COMPETENCIES

Customer Focus- Ensures that the customer perspective is a driving force behind business decisions and activities; develops and implements service practices that meet customers' and own organization's needs.

Results Focused - Can be counted on to meet or exceed goals; consistently delivers top performance; very bottom-line oriented and strategically focused; motivates self and others to achieve results. Delivers error-free work and does so with a high level of integrity

Relationship Building/Communication Skills - Demonstrates exceptional verbal skills in interpersonal interactions and instructional delivery so that intended purpose is achieved. Prepares written material that is appropriate for the audience and accomplishes the intended purpose. Builds effective relationships of trust and credibility with internal and external customers that lead to buy-in and sponsorship within their businesses.

Problem-solving- Asks good questions and probes all sources for answers; sees underlying or hidden patterns; looks beyond the obvious and doesn't stop at the first answers. Uses rigorous logic and methods to analyze and understand why problems occur; generates and implements creative, cost-effective and realistic solutions

Leads with Values - Drives to win in a way that demonstrates values:

respect for the individual, integrity, trust, credibility, continuous improvement, and teamwork.