JOB SUMMARY

The Lead Technical Course Developer for New Product Introduction ensures the global Service organization is prepared to support new and enhanced products. This includes creating support documentation, parts lists, training courses, and product service strategies. The role involves advanced knowledge to resolve various issues and developing new problem-solving methods.

EDUCATION & EXPERIENCE

• BS in technical writing or journalism (Graduate education is desirable).
• Proven experience in a laser or related technical field with a proven ability to troubleshoot and repair complex electro-optical systems.

SKILLS & OTHER REQUIREMENTS

• Required proficiency in Adobe FrameMaker, Illustrator, Photoshop, and Acrobat.
• Experience with eLearning creation and video development, using such tools as Creative Cloud, Captivate, Articulate 360, and Premier Pro is a plus.
• Knowledge of project management and documentation of complex machinery.
• Exceptional written and verbal communication, time management, and interpersonal skills.
• Strong aptitude for communicating complex technical ideas in simplified language.
• Ability to excel in a cross-organizational, cross-cultural, global team environment.

• Collaborate with Service, R&D, Engineering, Manufacturing, Business Management, and Marketing to create comprehensive support documents and procedures for new products.
• Develop product-specific FRU parts lists and formal training courses including instructor certification programs.
• Prepare customer & service support documentation, technical videos, eLearning, and training courses.
• Assist with initial installations and support training for new products.
• Maintain a scheduling timeline to ensure documentation and training align with product release.
• Uses advanced knowledge to resolve a wide range of issues, and develops new methods to solve problems.
• Leads Service NPI projects on their own with minimal guidance.
• Works on problems of very diverse scope where data analysis requires high-level evaluation of identifiable factors.
• Demonstrates exceptional judgment in selecting methods and techniques for obtaining solutions.