Job Title:  

Respiratory Product Support Specialist 

Location:  Cadillac, MI

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 answerslessons 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.

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