Respiratory Product Support Specialist

Job Title: Respiratory Product Support Specialist

Location: Cadillac, MI

Division: Respiratory Protection

Purpose of Position:

The Technical Support Specialist will ensure that Avon Protection's customers are provided with a comprehensive technical document suite to ensure that we deliver world class service literature for all customers and staff. This includes the update, development and organization of all customer facing technical documents, to include revision control, digital publishing on both internal and external systems and access control of those systems.

Additionally, the Technical Support Specialist will be the first line of contact for customers with technical inquiries or customer concerns, ensuring that inquiries and concerns are handled in an efficient and expeditious manner by implementing and administering an effective ticketing system to track their resolution, to include appropriate outcome and key result tracking. The Specialist will further be responsible for compiling answers\lessons learned into both internal and customer facing knowledge bases.

Essential duties and/or Functions:

* Develop and maintain a suite of technical documents in support of Avon Protection's product range i.e. user manuals, technical maintenance documents, technical training presentations, to include the digital systems required to store and maintain them. To include management of the approval process required for release.
* Review/revise/manage the approval process for existing documents, remove/archive redundant documents, via Graphic Management System (GRMS)
* Create, archive, manage approval process for, and aid in the issue of technical bulletins and update effected technical documents accordingly.
* Maintain and control access of published technical documents on internal and external platforms.
* Collate source material by liaising with information contributors including, but not limited to the engineering team, marketing team, and category management.
* Liaise with external service providers such as translation services.
* Liaise with the Customer Service Commercial Specialist to ensure compliance of exported technical information.
* Provide support to the Training and Technical Service Manager in a timely manner when required.
* Develop and maintain a system for documenting the reason for revision changes of technical documents, and for compiling required minor changes to the documents for implementation when the document is updated.
* Directly, manage, respond and resolve Customers' technical enquiries, seeking and collating information as required in line with department SLAs.
* Assist with implementation of Customer Service ticketing system (Zendesk)
* Actively contribute to the management and compilation of internal and external knowledge bases

Required Minimum Qualifications:

* Excellent standard of written and spoken English
* Experience in producing technical support documents.
* A team player comfortable with working in diverse teams at all levels of the business
* Excellent time management and organizational skills
* Demonstrated ability to interact directly with stakeholders, to converse technically, and to be able to express technical concepts in a language appropriate to the user/lay person.
* Exceptional attention to detail
* Ability to consistently, meet or exceed assigned targets and deadlines.
* Ability to work with and influence cross-functional teams including technical service, training, engineering, product management, sales and marketing.
* Demonstrates cultural awareness and a global outlook.
* Confident Microsoft Office
* Advanced Adobe Acrobat user

Preferred/Desired Skills or Experiences:

* Applicable experience demonstrating professionalism, judgment, tact, and diplomacy in dealing with internal and external customers.
* Proven experience in a Technical Writer role; Respiratory Protection Equipment preferred, experience with other military, first responder, or industrial safety equipment also considered Experience with respiratory protection or related products in a technical capacity.
* Experience in managing technical support documents through ideation, development, launch and post launch.
* Second language (technical proficiency)
* Portal based document control.
* Experience in graphic design/layout applications
* Technical Writer/Author accreditation or STC Certification

Internal Relationships: All Avon Protection Sites, Engineering, Service and Technical Training, Category Management, Marketing and Sales.

External Relationships: Translation Service Providers, Customers, Agents, Distributors, International Service Centers, Supporting platform providers for LMS and document control.

This job description is not intended, and should not be construed, to be an all-inclusive list of all responsibilities, skills, efforts or working conditions associated with this job. While this job description is intended to be an accurate reflection of the job requirements, management reserved the right to modify, add or remove duties from particular jobs and to assign other duties as necessary.

Responsibilities of this position may include direct and/or indirect physical or logical access to information, systems, technologies subjected to the regulations/compliance with U.S. Export Control Laws.

U.S. Export Control laws and U.S. Government Department of Defense contracts and sub-contracts impose certain restrictions on companies and their ability to share export-controlled and other technology and services with certain "non-U.S. persons" (persons who are not U.S. citizens or nationals, lawful permanent residents of the U.S., refugees, "Temporary Residents" (granted Amnesty or Special Agricultural Worker provisions), or persons granted asylum (but excluding persons in nonimmigrant status such as H-1B, L-1, F-1, etc.) or non-U.S. citizens.

To comply with these laws, and in conjunction with the review of candidates for those positions within Avon that may present access to export controlled technical data, Avon must assess employees' U.S. person status, as well as citizenship(s).

The questions asked in this application are intended to assess this and will be used for evaluation purposes only. Failure to provide the necessary information in this regard will result in our inability to consider you further for this particular position. The decision whether or not to file or pursue an export license application is at Avon's sole election.

Must be legally authorized to work in country of employment without a sponsorship for employment visa status (e.e. H1B status).

The anticipated salary range for candidates who will work in Cadillac, MI is $45,000.00 to $55,000.00 annually. The final salary offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, type and years of experience within the industry, education, etc.

EOE AA M/F/Vet/Disability