Product Knowledge Specialist

Job Description:

Product Knowledge Specialist (Technical Writer) 

Level 3 Job Description 

Purpose 

Packsize is seeking a Product Knowledge Specialist (technical writer) to create enterprise-grade support documentation for high-automation machinery. The Product Knowledge Specialist is responsible for the lifecycle management, quality, accessibility, and continuous improvement of assigned hardware product knowledge domains. 

The role focuses on preserving and governing knowledge related to how Packsize products are intended to function, operate, be configured, deployed, and maintained throughout their lifecycle. 

This position requires demonstrated experience in developing complex procedural documentation and a deep understanding of content management best practices. Ideal candidates will have experience with knowledge base management and exposure to AI solution governance.  

Up to 20% travel required. 

Primary Responsibilities 

• Collaborate with global engineering, product management, quality assurance, and other senior team members to create manuals and support documentation for high-automation machines 

• Author complex technical content that adheres to technical writing quality standards and meets compliance expectations 

• Maintain and continuously improve knowledge content throughout product lifecycles 

• Identify knowledge risks and gaps associated with product changes 

• Improve accessibility and discoverability of assigned knowledge domains 

• Participate in governance reviews and knowledge audits 

• Support continuous improvement activities across the knowledge ecosystem 

Skills 

• Topic-based authoring in an XML-based CCMS 

• Writing to established style guide standards with minimal need for correction 

• Effective time management in a rapidly changing environment 

• Cross-functional relationship building in a global organization 

• Document control and versioning  

• User analysis  

• Information design and architecture  

• Technical editing   

• Technical illustration 

• Aptitude for learning new software quickly 

• Knowledge base management 

• Preferred: Experience with translation, localization, and writing for a global audience  

• Preferred: Familiarity with ISO quality management standards 

• Preferred: Familiarity with CE compliance standards 

Behavioral Competencies 

• Attention to detail in deliverables and work style  

• Confidence in developing and presenting new ideas and process improvements 

• Ability to work on multiple projects at once and independently juggle competing priorities 

• Ability to communicate with others honestly, respectfully, and sensitively 

• Followthrough on promises and commitments made to others 

• Fair, honest, and respectful treatment of others, furthering the integrity of the organization and its relationships of trust with the broader community 

• Ability to understand the needs, objectives, and challenges of cross-functional teams 

Education 

• Bachelor's degree in English, Technical Writing, or related field  

Work experience 

• 4-6 years demonstrated experience in creating and managing technical documentation, preferably in a hardware manufacturing setting 

Packsize considers several factors when determining compensation when extending a job offer, including but not limited to, the role being offered, the associated responsibilities, the candidate's prior work experience, education/training, and any special skills. At Packsize, we’re committed to supporting the health, well-being, and financial security of our team members. We offer a comprehensive benefits package that includes medical, dental, and vision coverage; a 401(k) retirement plan; Paid Time Off; Health Savings and Flexible Spending Accounts (HSA/FSA); and life and disability insurance. Additional voluntary benefits include critical illness, hospital indemnity, accident, and legal/ID theft protection. We also provide access to an Employee Assistance Program (EAP) to support your overall well-being.

Packsize is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, Packsize policy of equal employment opportunity prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran’s status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities, and protected veterans are strongly encouraged to apply. Reasonable accommodations in the application process will be provided to qualified individuals with disabilities.