Service Communication Manager
Doosan Bobcat NA US

Job Info

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Job Information

The Service Communications Manager leads a team of communication specialists responsible for creating and distributing technical bulletins, product news articles, service announcements, and theory of operation documents. The primary audience includes Bobcat dealers and equipment owners, with content distributed through various channels such as web portals, dealer emails, customer mailings, dealer webinars, and product manuals. The manager will also oversee the team's project management system to ensure efficient prioritization and timely completion of projects.

The Service Communications Manager is responsible for leading a team of communication specialists who work closely with internal and external subject matter experts (SMEs) to research and develop technical bulletins, product news articles, service announcements, and theory of operation documents. The primary audience for this content includes Bobcat dealers and equipment owners. Content is distributed via various channels, including web portals, dealer emails, customer mailings, dealer webinars, and product manuals. The manager will also oversee the team's project management system, ensuring effective prioritization and timely completion of projects to accommodate evolving deadlines.

Locations offered: West Fargo, ND or Bismarck, ND

Role & Responsibility

Team Management and Process Administration:
• Lead and develop a team of communication specialists, ensuring proficiency in authoring and distribution tools to meet project timelines and quality standards.
• Set and monitor annual team objectives aligned with company goals, developing strategies to achieve and exceed targets
• Manage the team's project management system to ensure efficient workflow, task prioritization, and adherence to deadlines, while maintaining flexibility to adapt to evolving business needs.
• Plan, coordinate, and execute dealer webinar events, ensuring effective content delivery and engagement.
• Administer the authoring and content delivery systems required to support the service communication team operations.
• Oversee the creation and maintenance of process standards and work instructions, ensuring consistency in team tasks and operations.
• Utilize experience in Product Lifecycle Management (PLM) or Product Information Management (PIM) systems to administer the product change database and train users on data entry.
Collaboration and Communication:
• Establish and maintain strong collaborative relationships between the Service Communication team and other departments, including service, warranty, engineering, safety, legal, parts, and training, to ensure effective communication when creating content for dealers and owners
• Foster effective collaboration between the Service Communications and Marketing Communications teams to align on content creation methods and distribution processes.
• Oversee the execution of joint content creation projects.
Research and Content Creation:
• Conduct in-depth research on complex high impact topics, not assigned to other service communication coordinators, by reviewing project specifics, interviewing SMEs, and analyzing machine manuals, part drawings, and relevant web resources.
• Demonstrate advanced research skills by independently identifying and engaging the most relevant SMEs and research sources.
• Develop and author advanced technical content using specialized software and templates, integrating text, graphics, and multimedia elements to enhance comprehension and engagement.
• Prepare, refine, and finalize high-quality proofs for SME review, ensuring minimal revisions.
• Collaborate with Service, Training, and Engineering teams to research complex, high-value systems and technologies used in company products.

Job Requirement

• Bachelor's degree in Communications, Technical Writing, Business, Engineering, or a related technical field. Equivalent professional experience in technical communications will also be considered.
• 5-7 years of experience in technical communications, or a related field, with at least 2-3 years in a leadership or managerial role.
• Proven experience in leading teams and managing complex communication projects.
• Experience with Product Lifecycle Management (PLM) or Product Information Management (PIM) systems is preferred.
• Strong leadership and team management skills, with the ability to mentor and develop communication specialists.
• Proven ability to conduct thorough research on complex topics by reviewing project specifics, interviewing SMEs, and analyzing machine manuals, part drawings, part lists, schematics, and existing content.
• Advanced research skills to independently identify and engage relevant subject matter experts (SMEs) and research sources.
• Advanced skills in authoring and creating content using specialized software and templates, including text, drawings, images, and relevant links.
• Demonstrated proficiency in the distribution of multiple content types to multiple distribution channels using enterprise-level content management and customer relationship management (CMS/CRM) systems.
• Experience overseeing a content review (proofing) process preferred.
• Knowledge of industry-specific regulations and standards related to service communications is preferred.
• Travel: < 20%, primarily between ND company office locations

As a part of the Doosan Group, which employs more than 43,000 people in 38 countries worldwide, the company offers its customers products and solutions to help build stronger businesses and communities. Based in Seoul, South Korea, with its North America headquarters in West Fargo, North Dakota, Doosan Bobcat is a leading global manufacturer of construction, agriculture, landscaping and grounds maintenance equipment, attachments and services. The company is committed to empowering people to accomplish more.

Doosan Bobcat North America is home to world-renowned brands, including Bobcat® compact equipment, Doosan® portable power products, Ryan® and Steiner® grounds maintenance equipment and Geith® attachments. Doosan Bobcat North America is a tradename of Clark Equipment Company.

Doosan is committed fostering an inclusive and a diverse workforce and is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, religion, creed, citizenship status, national origin, disability, marital status, sexual orientation, gender identity, protected veteran status, or any other status or characteristic protected by law. If you have a disability or special need that requires accommodation, please contact us at 701-476-4263. Doosan is a VEVRAA federal contractor and seeks priority referrals of protected veterans.

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