User Assistance Manager
October 09, 2024
Your Title: User Assistance Manager
Job Location: Christchurch, New Zealand
Our Department: Caterpillar Trimble Control Technologies (CTCT)
Are you interested in building world-class customer experiences, using cutting-edge technology, that ensures our customers can seamlessly operate our industry-leading solutions?
What You Will Do
We are seeking a dynamic and strategic leader to join our Customer Experience team. As the custodian of User Assistance, you will possess a deep understanding of the delivery of technical content and translations (such as guides, help, video, audio, and new technology….) which aim to minimize the need for troubleshooting and support. The role requires you to utilise or develop an understanding of customer needs, lead a content delivery team, and develop novel solutions for user assistance that provide technological differentiation.
Your experience in technical communications, content delivery, translations, knowledge of industry-standard tools and practices, succinct communication style, and aptitude for/willingness to learn about the latest methods of user assistance delivery, all contribute to our vision of transforming the way heavy equipment customers shape a better world.
What Skills & Experience You Should Bring
This position offers the unique opportunity to lead and shape the way user assistance is provided across a wide range of innovative software products. You will play a pivotal role in translating user needs into user assistance, significantly impacting the success of our products.
Skills:
Customer focussed, data-driven, takes accountability, ownership, and leads projects to completion in a highly collaborative environment
Succinct communication style and ability to communicate effectively across a broad spectrum of SMEs, from engineers to end users
Ability to work in a fast-paced environment with aggressive deadlines, using effective time management skills
Ability to develop novel solutions for user assistance that provide technological differentiation
Enjoy and work well in a team-based environment, as well as being self-motivated to succeed
Able to collect, interpret, and prioritize internal and external feedback.
Essential Experience:
5+ years experience in technical communication, user experience, project management, or a related field
Bachelor's degree or higher in Information Architecture, Engineering, Language, English, Technical Communication, or a related field
Experience in technical communications, content delivery, translations, knowledge of industry-standard tools and practices, hardware, software, and working in an Agile environment
Preferred Experience:
Experience using an authoring tool (such as MadCap Flare)
Experience using source control (such as Git)
Experience with mixed reality/AI concepts, creating video content
Experience with API/SDK documentation
About Your Location
Based at Trimble’s NZ headquarters in Christchurch, enjoy free parking, an onsite gym, an active social club, and a great team environment where people love working with leading technology solutions.
Being located in the office provides opportunities to learn from and collaborate with many like-minded individuals from across the company. While this position is ideally suited for an in-office role, our team has a friendly culture and we provide flexible working arrangements for all staff.
At Trimble, you'll find the inspiration and opportunity to be yourself and thrive. The global community of Team Trimble, including more than 400 people in New Zealand, is passionate about bringing new ideas and innovations to life and building a better, more sustainable future.
Please Note: Only applicants legally entitled to work in New Zealand will be considered.
About Caterpillar Trimble Control Technologies (CTCT)
The CTCT division (a joint venture between Trimble and Caterpillar) develops positioning, control, and automation products for earthmoving and paving machines in the construction and mining industries, using technologies such as GNSS, optical total stations, lasers, and sonics. The products are used in a range of applications where the operator of the machine benefits from having accurate horizontal and vertical guidance. For more information on currently developed products, see http://construction.trimble.com/earthworks.
Trimble’s Inclusiveness Commitment
We believe in celebrating our differences. That is why our diversity is our strength. To us, that means actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our current success while also moving our desire to improve. We actively seek to add members to our community who represent our customers and the places we live and work.
We have programs in place to make sure our people are seen, heard, and welcomed and most importantly that they know they belong, no matter who they are or where they are coming from.
