Delivery Manager, Technical Communications

Join Komatsu and be part of a global leader in technologies, equipment, and services for construction, mining, forklift, industrial, and forestry markets. With over a century of innovation, Komatsu empowers a sustainable future where people, business, and the planet thrive together.

About the role

The Technical Communication Delivery Manager leads technical content delivery and customer support through online, offline, and print channels. This role manages publishing operations, customer support, vendor and budget activities, billing, and delivery systems to ensure technical information is safe, available, and cost-effective. The position partners with Technical Communications teams, IT, global affiliates, suppliers, and business stakeholders to improve delivery processes, platform performance, and the end-user experience.

Responsibilities

• Oversee Technical Communications delivery budgets, annual budget requests, licensing, supplier services, and system platform costs.
• Manage publishing vendor billing, subscriptions, pricing, and ordering.
• Select and manage vendors and platforms that support cost-effective technical content delivery.
• Lead customer support for technical content delivery channels and develop related KPIs.
• Collaborate with Digital and customer support teams to manage tickets, monitor volume and closure time, coordinate issue resolution, identify root causes, and implement long-term solutions for recurring Komatsu ASK and portal issues.
• Coordinate translation delivery workflows.
• Manage the release and distribution of technical manuals and related content through online, offline, and print channels.
• Oversee import and North American manual releases, technical bulletin releases, and new product delivery targets.
• Coordinate with writing and digital teams to process parts books for electronic delivery.
• Lead business case development and execution for improvements to the customer experience.
• Manage multi-site technical bulletin workflows for selected Komatsu America operations, partnering with service teams to support submission, review, audit, approval, and release.
• Ensure content meets Komatsu standards and is published on time.
• Build effective relationships with Technical Communications, IT, global affiliates, customers, distributors, and suppliers to coordinate delivery requirements, service expectations, pricing, issue resolution, and continuous improvement activities.
• Lead, coach, and develop delivery team members by establishing clear priorities, providing constructive feedback, supporting career growth and succession planning, and promoting accountability and collaboration.
• Use operational metrics, customer feedback, assessments, and performance measures to evaluate delivery team effectiveness and end-user impact.
• Standardize workflows, improve systems and processes, and report progress and priorities to leadership.
• Research and adopt relevant publishing, delivery, automation, and compliance practices.
• Coordinate platform testing, upgrades, enhancements, documentation, and change implementation with IT, suppliers, and users.

Requirements

• Bachelor's degree in Technical Communication, Business, Information Systems, Publishing, or a related field and a minimum of 5 years of relevant professional experience, or 10 years of related industry, work, or military experience.
• Experience with parts or technical manuals and the delivery of OEM literature through electronic, online, offline, or print channels.
• Broad knowledge of technical documentation standards and electronic and print publishing management.
• Proficiency with Microsoft 365, Adobe Acrobat, and related publishing or delivery applications. Experience with LinkOne, Adobe FrameMaker, Illustrator, SharePoint, content portals, ordering sites, or comparable systems is preferred.
• Demonstrated ability to lead a team, establish priorities, provide constructive feedback, support employee development, and manage work across changing deadlines.
• Experience managing documentation and publishing workflows, testing updates, coordinating releases, and ensuring the quality, accuracy, and availability of deliverables.
• Working knowledge of budgets, vendor management, billing, SAP, accounting processes, licensing, and statements of work.
• Strong customer relationship management, customer support, and interpersonal communication skills.
• Strong root cause analysis, organizational, written, verbal, presentation, and stakeholder management skills.
• Ability to manage multiple projects and resolve issues across internal and external teams.
• Travel up to 5% to 15% for project work, supplier or affiliate meetings, customer or distributor support, training, industry events, or team meetings.

Preferred Skills

• Experience with technical content portals, customer support processes, publishing automation, reporting tools, platform upgrades, global distribution, business case development, and SLQDC-based continuous improvement.
• Ability to apply the principles of the KOMATSU Way to everyday work activities.

Benefits

• Health benefits: Medical, dental, vision, HSA, wellness programs, and more.
• 401k and/or employee savings programs.
• Employee time off (vacation and designated holidays).
• Employee and family assistance programs.
• Disability benefits.
• Life insurance.
• Employee learning and development programs.

Komatsu is committed to creating a diverse and inclusive workforce reflective of the communities it serves. The company values ambition, perseverance, collaboration, and authenticity, fostering an environment where employees are encouraged to grow and contribute to a sustainable future.