Engineering Technical Publication

1 week ago

Manila, National Capital Region, Philippines Vertiv Full time

POSITION SUMMARY:

Create and sustain service documentation for Vertiv products based on information supplied by the Product Specialist. Manuals, drawings, technical documents, service software, and other service files are published in the Technical Knowledge Online database, which is Vertiv Services' primary service documentation platform.

JOB RESPONSIBILITIES:

  • Works with Product Specialists to obtain in-depth understanding of product and service documentation requirements.
  • Utilizes knowledge and understanding on Vertiv products and TKO document standards to author new service documentation for different Vertiv products in all Lines of Business (LOB).
  • Reworks manuscripts and drafts of regular service documentation and technical tips and performs peer review of manuscripts drafted by colleagues.
  • Authors low/medium priority and complexity technical articles on TKO issues, troubleshooting, product/process updates, and field issues even with limited source information from Product Specialists.
  • Reads and interprets electrical, mechanical, and assembly drawings to identify parts/components required for the development of service procedures.
  • Converts manuals, drawings, and manuscripts to file formats compatible with the Technical Knowledge Online platform (XHTML, JavaScript, CSS, etc.), and performs peer review of content converted by colleagues.
  • Coordinates the review and approval of manuscripts and TKO-formatted content with Product Specialists, ensuring information is verified prior to publishing.
  • Coordinates the review and approval of user feedback and documentation requests with Product Specialists, ensuring information is verified prior to implementing changes in service documentation.
  • Identifies customer needs through communication and probing.
  • Creates solutions to customer problems. Provides sound recommendations to their queries. Provides resolution the first time.
  • Assists customers in handling, servicing, follow-up, communication, and closure of issues.
  • Completes workload on time. Monitors if requests are processed in a timely manner.
  • Implements error-proofing methods to ensure all requests are processed accurately.
  • Participates in conference calls, meetings, and discussions with customers.
  • Adheres to shift schedules and attendance expectations to ensure consistent support to customers and a balanced workload for peers.
  • Coordinates with other teams/support to complete the request of customers.

JOB QUALIFICATIONS:

  • Bachelor's degree in computer science, Information Technology, Software Engineering, or a related field.
  • Bachelor's degree in engineering (Electrical/Electronics/Mechanical).
  • Minimum work experience of 1-2 years.
  • Intermediate skills in JavaScript, jQuery, HTML, and CSS. (required)
  • Must be able to understand basic to complex JavaScript functionality. (plus)
  • Working knowledge of web technologies and documentation technologies. (plus)
  • Working knowledge of version control technologies/platforms. (plus)
  • Experienced in assembling source content into structured documentation (plus).
  • Ability to write, format, edit, and format content according to documentation standards.
  • Experience in reviewing content for accuracy, consistency, and proper formatting after migration.
  • Proficient in written English and has good verbal communication skills.
  • Has a good command of the English language and can convey information clearly and effectively.
  • Ability to explain "how do things work" in a clear and simple way.
  • High attention to detail.
  • Willing to learn and adapt to new technologies.
  • Has a problem-solving mindset.
  • Highly organized with good coordination skills.
  • Works well in a collaborative team and with POCs.

The successful candidate will embrace Vertiv's Core Principles & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPLES: Safety. Integrity. Respect. Teamwork. Diversity & Inclusion.

OUR STRATEGIC PRIORITIES

  • Customer Focus
  • Operational Excellence
  • High-Performance Culture
  • Innovation
  • Financial Strength

OUR BEHAVIORS

  • Own It
  • Act With Urgency
  • Foster a Customer-First Mindset
  • Think Big and Execute
  • Lead by Example
  • Drive Continuous Improvement
  • Learn and Seek Out Development
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