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Technical Author - Full-time
•30 days ago
| Hours | Full-time |
|---|---|
| Location | Round Rock, TX Round Rock, Texas |
About this job
GENERAL SUMMARY: The Technical Author is responsible for researching, verifying, writing, updating, and maintaining technical content used for product diagnosis and repair. Additionally, this position analyzes data and interacts cross-functionally with engineers, managers, vendors and other technical experts to identify opportunities for new knowledge content. SCOPE OF RESPONSIBILITY: Responsible for supporting Field Service Technicians, Strategic Technical Assistance Center (STAC) call agents, Technical Specialists, and other potential audiences using technical product expertise to develop content in Sears' knowledge management systems. JOB RESPONSIBILITIES: * Creates technical content for one or more product areas (e.g. refrigeration, laundry, or electronics) * Conducts independent research to determines diagnostic procedures and repair solutions * Consults with field engineers, field service managers, vendors, and other technical experts to identify opportunities and validate technical accuracy * Analyzes data and reports to identify opportunities for new knowledge solutions and to improve existing solutions * Uses web-based editing tools and markup languages (such as HTML and JavaScript) to create knowledge solutions with conditional logic for troubleshooting decision trees * Tags knowledge solutions with appropriate metadata to ensure they will be found using common search terms * Prepares images for publication by shooting photographs, locating existing diagrams, and editing graphics * Responds to review comments and feedback to continuously improve effectiveness of the knowledge base * Attends related technical training and keeps current on new product features and functions * Performs other duties as assigned.
REQUIRED SKILLS: * Minimum of 5 years experience in product diagnosis and repair or technical support for product diagnosis and repair. * Proficient skill in reading technical diagrams and schematics * Substantial knowledge about a wide variety of durable goods, including major home appliances, Heating Ventilation and Air Conditioning (HVAC) products, lawn and garden equipment, garage door openers and power tools, and consumer electronics. * Ability to translate technical knowledge into written materials appropriate for the target audience * Excel/spreadsheet skills * Ability to use a personal computer in a Windows environment and use standard office applications, such as word processor, email, and web browser. * Ability type a minimum speed of 30 words per minute (WPM) * Verbal and interpersonal customer service skills * Frequent sitting, some standing and walking, bending and reaching as necessary * Frequent use of fingers and hands to manipulate computer, telephone, and microfiche equipment
IND123
Equal Opportunity Employer / Disability / Vet.
REQUIRED SKILLS: * Minimum of 5 years experience in product diagnosis and repair or technical support for product diagnosis and repair. * Proficient skill in reading technical diagrams and schematics * Substantial knowledge about a wide variety of durable goods, including major home appliances, Heating Ventilation and Air Conditioning (HVAC) products, lawn and garden equipment, garage door openers and power tools, and consumer electronics. * Ability to translate technical knowledge into written materials appropriate for the target audience * Excel/spreadsheet skills * Ability to use a personal computer in a Windows environment and use standard office applications, such as word processor, email, and web browser. * Ability type a minimum speed of 30 words per minute (WPM) * Verbal and interpersonal customer service skills * Frequent sitting, some standing and walking, bending and reaching as necessary * Frequent use of fingers and hands to manipulate computer, telephone, and microfiche equipment
IND123
Equal Opportunity Employer / Disability / Vet.