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Service Documentation Expert

1 week ago

Mandaluyong City, National Capital Region, Philippines Vertiv Co Full time

As a Service Documentation Expert, you will be responsible for creating and maintaining high-quality service documentation for Vertiv products. This role requires close collaboration with Product Specialists to understand product documentation requirements.

Main Responsibilities:

  • Collaborate with Product Specialists to develop in-depth understanding of product documentation requirements.
  • Utilize expertise in Vertiv products and TKO document standards to create new service documentation for various Vertiv products across LOB.
  • Review and edit manuscripts and drafts of regular service documentation and technical tips, as well as peer review manuscripts created by colleagues.
  • Write 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.
  • Examine electrical, mechanical, and assembly drawings to identify parts/components necessary for service procedure development.
  • Work with Product Specialists to review and approve manuscripts and TKO-formatted content, ensuring accuracy before publication.
  • Facilitate review and approval of user feedback and documentation requests with Product Specialists, verifying information before implementing changes in service documentation.
  • Offer practical recommendations when developing TKO-formatted content (ex. service procedures) to ensure logical flow and accuracy based on TKO standards and in-depth product knowledge.
  • Enhance documentation and procedures by converting 3D models to 2D drawings using CAD or similar software.
  • Render CAD models from Engineering vault using CAD and AR software to create Augmented Reality Videos for training and service procedures.
  • Contribute to documenting Service Documentation tools, standards, technical knowledge, and team policies and procedures.
  • Determine customer needs through effective communication and probing.
  • Address customer problems. Provide clear recommendations to their queries. Resolve issues promptly.
  • Support customers in handling, servicing, follow-up, communication, and closure of issues.
  • Complete workload on time. Monitor request processing timelines.
  • Implement error-proofing methods to ensure accurate request processing.
  • Participate in conferences calls, meetings, and discussions with customers.
  • Comply with shift schedules and attendance expectations to ensure consistent support to customers and a balanced workload for peers.
  • Collaborate with other teams/support to complete customer requests.