Requisition Summary

This position will work in the Customer Service Technical Support group and be responsible for authoring and managing technical service communications.

Job Functions / Responsibilities

Primarily author and coordinate the authoring of Operator’s Manuals (audience is drivers/owners) and Service Manuals (audience is technicians).  Authoring is done in a Content management System.  Secondarily author Technical Information Bulletins  (TIBs) guiding specific repairs for our dealer service technicians.  This includes: 

• Write, photograph, video, draw, edit, and coordinate the production of written and visual service information into a structured XML format.
• Ensure that product documentation is produced and published in a timely manner and adheres to PACCAR’s style guidelines and standards of accuracy, thoroughness, readability, usefulness, consistency, and organization.
• Research product information based on input from subject matter experts, product teardowns, engineering specifications, and engineering schematics.
• Serve as liaison between truck engineering, engine engineering, PACCAR Parts, PACCAR engine plant, truck plants, Safety and Compliance, Corporate Legal, dealers, customers, suppliers, external authoring houses, and Kenworth and Peterbilt Service Publications Groups.
• May include vehicle population definition. Use the warranty system database to define vehicle populations for field actions and to support warranty personnel on campaign maintenance issues. Use Microsoft Excel and/or Access to create and maintain campaign mailing lists.
• May include campaign cost estimating. Use campaign chassis lists, part pricing, labor times, and dealer labor rates to create campaign cost estimates for presentation to accounting and management for campaign approval.
• May assist with documenting/editing Standard Repair Times (SRTs). 
• Performs other duties as assigned.

Qualifications & Skills

• BA/BS or equivalent preferred. 
• Ability to communicate ideas, verbally and in text format, in a clear, concise manner.
• Good organizational, schedule management, and reporting skills.
• Pays attention to details.
• Ability to work on diverse tasks and projects with minimal guidance.  
• Strong interpersonal skills and a team player.
• Strong computer skills including XML authoring tools and Microsoft Office Suite.
• Factory, automotive/truck dealer, or engineering experience preferred.
• Understanding of the dealer service environment and service technician needs preferred.
• General knowledge of truck systems/components and how they function/interact preferred.
• Experience in automotive electronic circuits and systems preferred.
• Occasional travel may be required depending upon the project (up to 5%).
• Flexible work hours but may require some early start or late end times depending on the project. 

PACCAR is an Equal Opportunity Employer.