Product Documentation Specialist

Key Responsibilities

• Develop and maintain installation manuals, user guides, application notes, quick-start guides, wiring diagrams, troubleshooting guides, technical bulletins, and training materials.
• Ensure technical documentation accurately reflects product functionality throughout the product lifecycle.
• Maintain documentation standards and terminology consistency.
• Collaborate with Engineering, Product Management, Technical Services, and Marketing Communications to ensure timely release of customer facing technical content.
• Create technical diagrams, screenshots, illustrations, and instructional content that improve product understanding.

Product Experience Support

• Identify usability issues and recommend improvements to hardware, software, installation procedures, and customer workflows.
• Validate that product interfaces, labels, LEDs, app flows, and installation methods are intuitive and consistent.
• Provide input to Product Management and Engineering on opportunities to improve customer experience.

Product Development Support

• Participate in design reviews and project teams from concept through commercialization.
• Collaborate with engineers to understand new features and ensure they are easily understood by end users.
• Support field testing activities and capture lessons learned from real world installations.
• Develop installation best practices and integration recommendations.
• Help ensure products align with intended applications and customer expectations.

Training and Knowledge Transfer Support

• Support internal product training for sales, technical support, and operations teams.
• Develop application examples, best-practice, and troubleshoot guides.
• Maintain institutional knowledge for installation and integration practices.

Continuous Improvement

• Identify opportunities to improve product usability and installation experience.
• Gather feedback from customers, field testing, technical services, sales, and product management.
• Recommend improvements that reduce support burden and simplify deployment.
• Maintain consistency across products, terminology, and customer interactions.

Competencies

• Degree(s) or certification(s): Bachelor's degree in Engineering, Engineering Technology, Technical Communication, Industrial Technology, Electronics, or a related discipline preferred.
• Professional experience required (min.): 3+ years of experience in technical writing, technical support, field applications engineering, product management, engineering, or related technical roles.
• Demonstrated experience creating technical documentation and instructional content (Portfolio or writing sample may be requested during the interview process).
• Experience with hardware products is preferred.
• Experience supporting installers, integrators, OEM customers, or channel partners preferred.
• Experience with automatic doors, industrial doors, gates, parking systems, access control, or related preferred.

Technical competencies

• Strong understanding of how products are installed, configured, and used in real world applications.
• Ability to simplify complex technical concepts for diverse audiences & personas.
• Familiarity with wiring diagrams, electrical schematics, and system integration.
• Ability to troubleshoot and understand customer workflows.
• Strong mechanical and electrical aptitude.
• Customer focused mindset with an emphasis on usability and experience.
• Able to participate effectively in cross functional product development activities.

Software Skills

• Microsoft Office Suite.
• Documentation management platforms (Paligo or equivalent CMS).
• Page layout and publishing software (Adobe InDesign preferred).
• Collaboration, product management, & project management tools (Confluence, Figma, Lokalise, Wrike, Microsoft Project, Miro, or equivalent).
• CAD or drawing software.
• Familiarity with mobile applications, sensor configuration software, or connected devices.
• Translation and terminology management platforms preferred.
• Multimedia content creation tools for videos, screenshots, diagrams, and tutorials.

Language Skills

• French: N/A
• English: Yes

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