Job Description

Manager - Product Support Technical Writer

About Midea America

Midea America Corp. is a U.S. subsidiary within Midea Group, the Fortune 500 giant known for making life easier for millions around the globe. As the world’s top maker of home appliances, Midea is proud of its 166,000+ employees and presence in 200+ countries, including here in the U.S.

Headquartered in Parsippany, N.J., with an innovation hub in Louisville, Kentucky, Midea America is dedicated to providing practical innovations that surprise and delight, creating moments to cherish at home.

Midea's lineup of appliances - from refrigerators to air conditioners, laundry solutions and floor care - are high quality, reliable, and affordable. By thoughtfully engineering performance, convenience, and design into every product, Midea delivers on the promise of every appliance - to make your life a little easier.

Essential Job Responsibilities

• Responsible to write, edit and maintain all written documentation pertinent to consumer user manuals, quality, service bulletins, repair tips, tech support scripts, fault trees, triage processes, and support update web/customer service knowledgebase content.
• Develop comprehensive user manuals that explain the operation, maintenance, and troubleshooting of home appliances. Conduct training both hands on and virtual with Customer Service Agents and Field Service Technicians.
• Develop and launch a certification program material for external service techs to ensure they are knowledgeable on all technical, process and policy required to provide excellent customer experience.
• Document detailed product specifications and features.
• Continually improve skill set through external study, seminars or training programs and promote good morale by instilling an atmosphere of teamwork and cooperation.
• Standardize publication format for all technical communications including parts, service bulletins and training materials confirming accuracy, spelling and grammar.
• Serve as a resource for sales and marketing to provide technical explanations and diagrams for use with dealers and other potential customers.
• Collaborate on the consolidation on all service policy and procedure to a comprehensive policy guide.
• Support product specialists and field service managers in creating fault tree platforms for use in call centers to prevent truck rolls and by triage techs to provide repair scenarios for use in the field service.
• Perform competitive publication comparison report annually to maintain best practice and word class functionality.
• Other duties as assigned.

Required Qualifications

• Bachelor’s degree in Technical Writing, communication, Engineering or related field.
• 5 years’ experience creating, reviewing, training and editing technical documentation to actual product.
• Experience with Microsoft Word, Excel and PowerPoint
• Ability to work with minimal supervision using their own technical judgment regarding complex tasks

Preferred Qualifications

• Technical writing experience for home appliances
• Knowledge of industry standards and regulatory requirements for home appliances.
• Excellent communication skills

Comprehensive benefit package, to learn more, please visit Careers Page (midea.com)

Midea America Corp. is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Job Tags

Similar Jobs