Senior Specialist, Repair Information and Customer Media

About the role

Become part of a pioneering team redefining the electric vehicle landscape. As a Senior Specialist, Repair Information and Customer Media, you will serve as a senior individual contributor and subject-matter expert within Aftersales Technical Service.

Responsibilities

• Own Repair Information Content Development and Release Readiness
• Research, analyze, create, edit, validate, and publish repair information for Scout Workshops and Mobile Technicians.
• Develop and maintain technician-facing service content, including:
• Repair Manuals
• Wiring Diagrams
• Fitting Locations
• Labor Repair Times
• Maintenance Tables and Manuals
• Related service, repair, and workshop guidance
• Interpret complex vehicle, engineering, and repairability inputs to determine the appropriate documentation structure, level of detail, procedural sequence, illustrations, warnings, notes, and technician guidance.
• Drive content readiness for vehicle launch, program milestones, engineering changes, product updates, and market-specific release requirements.
• Ensure repair information is accurate, usable, consistent, and aligned with approved repair concepts and workshop execution needs.
• Coordinate the creation, updating, verification, and release of customer-facing literature, including Owner’s Manuals, digital guides, printed materials, app/web/infotainment content, and other customer service media.
• Advise stakeholders on content gaps, customer clarity, market needs, and risks that could affect release readiness or customer understanding.
• Support internal alignment between customer-facing information, workshop information, service requirements, and product compliance expectations.
• Partner with Legal, Product Compliance, Engineering, Service Operations, and market stakeholders to ensure repair information and customer media meet applicable regulatory, conformity, certification, and internal quality requirements.
• Manage translation and localization workflows by clarifying source content, resolving terminology issues, validating technical meaning, and supporting consistency across markets.
• Identify and escalate compliance, market-readiness, or content-quality risks with clear recommendations and supporting analysis.
• Network with key contacts across Engineering, Repairability, Quality Assurance, Service Operations, IT/systems, Legal/Product Compliance, suppliers, and workshops to resolve complex documentation and readiness issues.
• Lead cross-functional working sessions as needed to align content scope, resolve open issues, and support timely delivery of high-quality service information.
• Collaborate with Repairability, Engineering, and Quality teams to refine repair concepts, improve documentation usability, support accurate labor-time development, and reduce repair complexity.
• Analyze technician and workshop feedback to identify recurring documentation gaps, unclear procedures, tooling or parts-information dependencies, and opportunities to improve repair efficiency.
• Recommend and implement improvements that enhance repair quality, reduce technician effort, support mobile service execution, and improve consistency across Scout Workshops.
• Translate feedback from Scout Technicians and workshops into continuous improvement actions for repair documentation and customer media.
• Write illustrated, highly professional, precise, and sequential technical documents that can be easily interpreted by workshop technicians, mobile technicians, and service stakeholders.
• Define and apply documentation standards for structure, terminology, warnings/cautions/notes, illustration usage, repair sequencing, version control, and release quality.
• Review technical content for accuracy, completeness, clarity, compliance alignment, and technician usability before release.
• Support the development of repeatable methods, templates, and best practices for repair information and customer media.
• Create and maintain project plans, timelines, issue logs, release trackers, and feedback closure plans related to repair information and customer media deliverables.
• Identify risks to content quality, timing, compliance, market readiness, or workshop usability and escalate with clear recommendations.
• Measure and communicate progress, open issues, feedback closure, rework drivers, and improvement actions to the Manager, Serviceability and Workshop Media and relevant stakeholders.
• Improve Repair Concepts, Labor Times, and Technician Usability.
• Track Deliverables, Risks, Feedback, and Continuous Improvement Actions.

Requirements

• Bachelor’s degree in Mechanical Engineering, Automotive Engineering, Information Technology, Technical Communication, or a related field; equivalent relevant experience may be considered.
• 8+ years of experience in automotive repair information, workshop information editing, service literature, customer media, technical documentation, repairability, service operations, or a closely related aftersales technical domain.
• Deep understanding of vehicle systems, repair concepts, workshop processes, technical documentation practices, and technician usability needs.
• Experience resolving complex technical documentation, serviceability, release-readiness, or compliance-related issues using independent judgment and structured analysis.
• Demonstrated ability to influence cross-functional stakeholders, advise others on complex matters, and build productive networks outside the immediate area of expertise.
• Strong technical writing capability, including the ability to create clear, sequential, illustrated, and professionally structured repair and customer information.
• Experience coordinating multiple deliverables, timelines, risks, dependencies, feedback loops, and continuous-improvement actions.
• Strong communication, analytical, problem-solving, and decision-making skills in ambiguous or evolving program environments.
• Familiarity with regulatory, product compliance, right-to-repair/repair information access, or market-specific customer literature requirements.
• Ability to work independently while collaborating effectively across technical, operational, legal/compliance, and service teams.

Qualifications

• Passionate about automotive technology and innovation.
• Proven track record of delivering high-quality technical documentation and customer media.
• Excellent interpersonal and communication skills, with the ability to collaborate effectively across diverse teams.
• Strong problem-solving skills and the ability to work independently and as part of a team.
• Ability to manage multiple projects simultaneously and prioritize tasks effectively.
• Knowledge of regulatory requirements and industry standards.

Skills

• Technical writing and documentation standards
• Vehicle systems and repair concepts
• Workshop processes and technical documentation practices
• Customer media creation and management
• Regulatory and compliance knowledge
• Collaboration and stakeholder management
• Problem-solving and decision-making skills

Benefits

• Competitive insurance including: Medical, dental, vision, and income protection plans.
• 401(k) program with: An employer match and immediate vesting.
• Generous Paid Time Off including: 20 days planned PTO, as accrued; 40 hours of unplanned PTO and 14 company or floating holidays, annually.
• Up to 16 weeks of paid parental leave for biological and adoptive parents of all genders.
• Paid leave for circumstances related to bereavement, jury duty, voting time, or military leave.

Pay

Final salary offered will be determined based on factors including but not limited to the candidate's skills and experience.

Schedule

This role is based in Novi, MI, with regular travel to other Scout locations including Charlotte, NC, Columbia, SC, and Fremont, CA. This role requires 4-5 days per week in the office, with regular in-person meetings and events. Applicants should expect that the role will require the ability to convene with Scout colleagues in person and travel to participate in events on behalf of the company from time to time. Travel: Domestic and international travel is expected as needed for program alignment, supplier coordination, training, and launch/readiness activities. Estimated travel is approximately 10% of working days, with higher travel possible during early program phases.