Technical Documentation ManagerNewport News, VA

The Technical Publications Manager is responsible for establishing and managing effective product documentation systems to support the Liebherr global support organization and our customers with accurate, up-to-date information. This role involves overseeing all aspects of the technical publications department, ensuring the team receives necessary training and development to produce high-quality documentation. The manager will develop and implement a comprehensive content strategy aligned with product launches and customer needs, lead digital transformation initiatives for documentation accessibility, and maintain rigorous quality assurance processes.

Additionally, the Technical Publications Manager will collaborate with cross-functional teams, including product development, engineering, and marketing, to gather insights and create relevant materials.  This position also requires implementing systems for user feedback integration, ensuring compliance with industry regulations, and managing budgets effectively. The role includes mentoring team members and developing key performance indicators (KPIs) to assess productivity and quality, ultimately driving a culture of continuous improvement within the organization.

Responsibilities

Essential Job Duties:

• Oversee all aspects of the technical publications department, ensuring employees receive the necessary technical training to perform their tasks safely and effectively.
• Assign technical writers, editors, and illustrators or contractors to collaborate with subject matter experts in producing manuscript drafts and reviewing the quality of final publications before release.
• Develop and implement a comprehensive content strategy for technical publications that aligns with product launches, updates, and customer needs.
• Lead initiatives for the digitization of technical documentation, ensuring accessibility across platforms and enhancing user experience.
• Facilitate the development of cross-functional strategic objectives within the Customer Service Organization, ensuring project milestones are met on time and within budget while meeting user and stakeholder expectations.
• Establish and oversee a rigorous quality assurance process for all technical publications to ensure clarity, consistency, and compliance with industry standards.
• Collaborate with product development, engineering, and marketing teams to gather information and insights for creating relevant documentation.
• Create training materials and conduct workshops for technical writers and other stakeholders on best practices in technical communication and documentation tools.
• Implement systems for gathering user feedback on technical publications, using insights to improve future documentation and ensure it meets user expectations.
• Stay updated on relevant industry regulations and ensure all publications meet compliance standards, adjusting processes as necessary.
• Manage consultants, OEMs, and freelance resources while overseeing the budget for the technical publications department, optimizing resource allocation for projects and training.
• Provide mentorship and career development opportunities for team members, fostering a culture of continuous learning and professional growth.
• Develop and report on key performance indicators (KPIs) for the technical publications team, assessing productivity, quality, and impact on customer satisfaction.
• Take a leadership role in cross-departmental projects to promote alignment and understanding of technical documentation processes across the organization.
• Perform evaluations to assess defined metrics, participant feedback, and benchmarking against bestin-class service organizations (Service Excellence).
• Maintain high standards for Bill of Materials (BoM) development and parts catalogues.
• Ensure quality and content accuracy in all publication delivery systems.
• Ensure compliance with all federal and mandated training and publication requirements.

Supervisory Duties:

• Directly supervises all employees in the Technical Publications department.
• Responsible for the overall direction, coordination and evaluation of Publications team.
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
• Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work, appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Competencies

• Education and Experience: Bachelor’s degree in Engineering or a related field from an accredited institution. Minimum of 5 years of related experience and/or training, or an equivalent combination of education and experience in
• technical publications. At least 5 years of progressive experience in designing, developing, and implementing technical publications for heavy equipment or customer service-focused organizations. Minimum of 5 years of supervisory experience.
• Experience in leading cross-functional, multi-disciplinary teams.
• Proficient with enterprise publishing tools and systems.
• Expert-level proficiency in Microsoft Office applications.
• Knowledge of engineering design, development, and BoM systems.
• Familiarity with LiDOS.
• Travel domestically and internationally up to 10% of the time.
• Ability to obtain and maintain a valid driver’s license and passport.
• Ability to obtain and maintain Mine Safety & Health Administration (MSHA) certification.

Our Offer

An interesting and ambitious role in a successful international company. We offer a secure work environment with a comprehensive benefits package that includes major medical, dental and vision insurance, 401K plan with company match, paid vacation and personal days and competitive salary.

Referral Bonus: Tier IV

Have we awoken your interest? Then we look forward to receiving your online application. If you have any questions, please contact Melissa Silva.

Liebherr-America, Inc. and its US affiliates are Equal Opportunity Employers. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.
If you are a California resident, please visit Liebherr USA, Co. Privacy Statement for more information regarding how Liebherr-America, Inc. and its US affiliates collect and process your personal information.

One Passion. Many Opportunities.