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Service Technical Content Liaison/Author Job

Date: Jun 21, 2022

Location: Renton, WA, US, 98055

Company: PACCAR

Service Technical Content Liaison/Author (GR 23/24)



Company Information


PACCAR is a Fortune 500 company established in 1905. PACCAR Inc is recognized as a global leader in the commercial vehicle, financial, and customer service fields with internationally recognized brands such as Kenworth, Peterbilt, and DAF Trucks. PACCAR is a global technology leader in the design, manufacture and customer support of high-quality light-, medium- and heavy-duty trucks under the Kenworth, Peterbilt and DAF nameplates. PACCAR designs and manufactures advanced diesel engines and also provides customized financial services, information technology and truck parts related to its principal business.


Whether you want to design the transportation technology of tomorrow, support the staff functions of a dynamic, international leader, or build our excellent products and services — you can develop the career you desire with PACCAR. Get started!



Division Information


Kenworth Truck Company is the manufacturer of The World’s Best® heavy and medium duty trucks. Kenworth is an industry leader in providing fuel-saving technology solutions that help increase fuel efficiency and reduce emissions. The company’s dedication to the green fleet includes aerodynamic trucks, compressed and liquefied natural gas trucks, and medium duty diesel-electric hybrids.



Job Summary


The Service Technical Content Liaison will support internal and external Service Technical Authors for the publication of service content for our dealer technicians, dealer service training, and our customers. Service content is included in service manuals, operator manuals, quick reference guides, service bulletins, and technical training curricula. Tools used to create content include IXIASOFT Component Content Management System (CCMS), Adobe Acrobat, Illustrator, InDesign, Photoshop, PTC Creo and Illustrate. Our documents are published on the web, to print and to truck displays. The goal is to maximize content re-use (minimize duplication) and consistency across all PACCAR content. This role will identify opportunities for continuous improvement.



Here's What You Will Do In This Role:


  • Participate in Engineering Design reviews to learn about new products, identify service literature needs and subject matter experts
  • Provide feedback to Engineering from a Service perspective
  • Reviews Engineering produced service diagrams and ensures completeness
  • Coordinate the localization (translation into French and Spanish) of content with an outside firm
  • Become the internal expert of the Component Content Management System (CCMS)
  • Aids internal and external authors to author technical content in a structured XML format using our CCMS
  • Coordinate other authors’ work within the CCMS
  • Identify and/or create graphics for the authors to incorporate into the content
  • Review the content to support legal and localization (i.e., translation) needs
  • Understand the technical aspects of our products
  • Improve chassis, engine, and aftertreatment troubleshooting guides to identify gaps for repair procedures and standard repair time development
  • Ensure product documentation is produced in a timely manner and adheres to PACCAR’s style guidelines and standards of accuracy, thoroughness, readability, usefulness, consistency, and organization
  • Publish service and warranty content to dealer portal
  • Design PDF forms
  • Manage SharePoint content for the Customer Service team
  • Lead and participate in continuous improvement initiatives including cross divisional workshops
  • May develop Campaign\Recall chassis and customer lists
  • Flexible work hours, but may require some early start or late end times depending on the project
  • Occasional travel may be required depending upon the project (up to 5%)
  • Perform other duties as assigned



Required Skills:


  • Excellent communication skills: ability to take complex engineering concepts and explain them at an appropriate audience level
  • Solid mechanical and electrical aptitude
  • Strong organizational, schedule management, time management and reporting skills
  • Strong attention to details
  • Persistence
  • Ability to take nothing for granted
  • Not satisfied with status-quo
  • Ability to address ambiguous, conflicting or missing information 
  • High level of initiative and demonstrated use of proactive problem solving approach
  • Strong interpersonal skills and a team player. Someone who is comfortable communicating at different levels within the organization
  • Must be able to work with a diverse set of stakeholders and manage multiple tasks concurrently





A Bachelor's Degree is preferred.



Preferred Skills: 


  • Understanding of structured authoring (i.e., single sourcing, minimalism style authoring, re-use of topics, and topic-based writing, DITA), CCMS taxonomy and information architecture 
  • Previous automotive/dealership hands-on experience and/or manufacturing experience
  • Project management experience
  • Experience with the following tools: XML based CCMS, Adobe Acrobat, Illustrator, InDesign, Photoshop, PTC Creo and Illustrate, Tableau,
  • MS Office tools experience including, Access, Excel, SharePoint and OneNote



Why Work For PACCAR/Kenworth?


  • Global Fortune 500 company with a wide array of growth and development opportunities.
  • Work alongside experienced goal-oriented colleagues recognized as experts in their fields.
  • Support and/or design the commercial vehicles of the future with a focus on emerging technologies such as electric and autonomous trucks
  • Medical, dental and vision insurance plans for you and your family.
  • Paid Time Off – vacation, paid holidays and sick leave.
  • 401k with 100% company match, AND a company paid pension plan after 5 years.
  • Tuition reimbursement for continued education – eligible after 1 year of service.



PACCAR's Comprehensive Benefits (offered from time of hire through retirement for vested employees and their families. U.S. Salaried PACCAR employees, have a full range of benefit options) Including:


  • Medical, Dental and Vision plan options
  • Flexible spending accounts and health savings account
  • 401(k) with dollar-for-dollar company match up to 5%
  • Fully funded pension plan that provides monthly benefits after retirement
  • 12 paid holidays, sick and vacation time
  • Tuition reimbursement program
  • Paid short-and long-term disability program
  • Life and accidental death and dismemberment insurance
  • EAP services including wellness plans, estate planning, financial counseling and more



Additional Job Board Information


PACCAR promotes equal employment opportunities by implementing policies and practices that ensure employees and applicants are not discriminated against because of their race, color, religious creed, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, mental or physical disability, medical condition, genetic information, military or veteran status or other legally protected status. This applies to recruitment, selection, placement, promotion, termination, rates of pay, and other conditions of employment


Nearest Major Market: Seattle
Nearest Secondary Market: Bellevue

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