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Manager - Product Support Technical Writer

About Midea America

Midea America Corp. is a U.S. subsidiary within Midea Group, a Fortune 500 company known for making life easier for millions worldwide. As the top global manufacturer of home appliances, Midea employs over 166,000 people and operates in more than 200 countries, including the U.S.

Headquartered in Parsippany, N.J., with an innovation hub in Louisville, Kentucky, Midea America focuses on delivering practical innovations that surprise and delight, creating memorable moments at home.

Midea's product lineup includes refrigerators, air conditioners, laundry solutions, and floor care appliances. These products are high quality, reliable, and affordable, engineered with performance, convenience, and design in mind.

Responsibilities

1. Write, edit, and maintain all documentation related to consumer user manuals, quality reports, service bulletins, repair tips, tech support scripts, fault trees, triage processes, and support web/customer service knowledgebases.
2. Develop comprehensive user manuals explaining operation, maintenance, and troubleshooting of home appliances. Conduct training sessions, both hands-on and virtual, for Customer Service Agents and Field Service Technicians.
3. Create and launch certification program materials for external service technicians to ensure they are knowledgeable about technical aspects, processes, and policies to deliver excellent customer service.
4. Document detailed product specifications and features.
5. Continuously improve skills through external studies, seminars, or training programs, fostering teamwork and cooperation.
6. Standardize publication formats for all technical communications, ensuring accuracy, spelling, and grammar.
7. Assist sales and marketing teams by providing technical explanations and diagrams for dealer and customer use.
8. Collaborate on consolidating all service policies and procedures into a comprehensive policy guide.
9. Support product specialists and field service managers in creating fault tree platforms to aid in call center troubleshooting and field repairs.
10. Perform annual competitive publication comparison reports to maintain best practices and world-class functionality.
11. Other duties as assigned.

Required Qualifications

• Bachelor’s degree in Technical Writing, Communications, Engineering, or a related field.
• At least 5 years of experience creating, reviewing, training, and editing technical documentation related to actual products.
• Proficiency with Microsoft Word, Excel, and PowerPoint.
• Ability to work independently with technical judgment on complex tasks.

Preferred Qualifications

• Technical writing experience specific to home appliances.
• Knowledge of industry standards and regulatory requirements for home appliances.

Midea America offers a comprehensive benefits package. Learn more at our Careers Page (midea.com).

Midea America Corp. is an equal opportunity employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender identity, age, veteran status, disability, or other protected characteristics.