Technical Author

Sears Holdings Corporation (


  Full Time   Employee

United States

GENERAL SUMMARY: The Technical Author is responsible for researching, verifying, writing, updating, and maintaining technical content used for product diagnosis and repair. Additionally, this position analyzes data and interacts cross-functionally with engineers, managers, vendors and other technical experts to identify opportunities for new knowledge content. SCOPE OF RESPONSIBILITY: Responsible for supporting Field Service Technicians, Strategic Technical Assistance Center (STAC) call agents, Technical Specialists, and other potential audiences using technical product expertise to develop content in Sears' knowledge management systems. JOB RESPONSIBILITIES: ? Creates technical content for one or more product areas (e.g. refrigeration, laundry, or electronics) ? Conducts independent research to determines diagnostic procedures and repair solutions ? Consults with field engineers, field service managers, vendors, and other technical experts to identify opportunities and validate technical accuracy ? Analyzes data and reports to identify opportunities for new knowledge solutions and to improve existing solutions ? Uses web-based editing tools and markup languages (such as HTML and JavaScript) to create knowledge solutions with conditional logic for troubleshooting decision trees ? Tags knowledge solutions with appropriate metadata to ensure they will be found using common search terms ? Prepares images for publication by shooting photographs, locating existing diagrams, and editing graphics ? Responds to review comments and feedback to continuously improve effectiveness of the knowledge base ? Attends related technical training and keeps current on new product features and functions ? Performs other duties as assigned.


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