Field Service Technical Writer and Trainer

KION•Grand Rapids, MI

18h

About The Position

The Field Service organization is responsible for crafting and publishing documentation and training deliverables for Dematic's mechatronics products, software products, and customer solutions. As a technical writer in Field Service, you will be responsible for creating world-class documentation for internal and external audiences across the globe. You will work closely with distributed development teams throughout the product development lifecycle to create reliable, clear, and concise content. You will follow DITA methodologies to create, manage, and publish your content using a Content Management System (CMS). You must have a passion for working with engineering teams on highly technical products and making information available to internal and external customers in innovative and engaging ways.

Requirements

Bachelor's Degree in a relevant field, such as engineering or computer science, or equivalent experience and education
Minimum 5 years’ experience working with technical products (hardware or software)
Familiarity with structured authoring tools and methodologies, such as CMSs and DITA
Exceptional writing skills to produce effective training for an engineering audience
Proven track record to plan and deliver work within an agile development process
Strong analytical and problem-solving skills with a high attention to detail
Outstanding ability to work with teams to build partnerships and get things done

Nice To Haves

Experience in material handling systems or industry would be an asset

Responsibilities

Develop a deep understanding of users inside and outside the organization. Learn their workflows, challenges, and technical documentation needs.
Ensure all materials are relevant, practical, and easy to use.
Partner with product managers and research and development engineers to acquire technical information.
Explain sophisticated concepts clearly.
Verify that documentation fits product functionality and business goals.
Develop, create, and publish multimedia learning assets, product help content, and web-based documentation that support onboarding, self-service learning, troubleshooting, and continued product use.
Build strong working relationships with field service technicians, product managers, subject matter experts, and other collaborators.
Capture real-world knowledge and reflect it accurately in customer-facing and internal materials.
Identify and implement innovative ways that help users learn and effectively use software and tools, including more intuitive guides, visuals, knowledge resources, and digital learning experiences.
Prepare professional technical reports for customers based on technician-provided checklists, ensuring that findings, observations, actions taken, and recommendations are documented clearly and consistently.