The Product Documentation Specialist supports the full product lifecycle, from concept and development through commercialization and ongoing product improvements. This role owns customer facing technical documentation creation and is responsible for translating complex technologies and applications into clear, accurate, and effective documentation, training materials, and instructional content that support successful product adoption and use.
Working closely with Engineering, Product Management, Technical Services, Quality, and Marketing Communications, the position serves as a technical subject matter expert for product operation, installation, and application integration. The role helps ensure products are intuitive, clearly communicated, and supported by consistent documentation, software interfaces, labels, packaging, and training materials.
In addition, the Product Documentation Specialist captures and shares best practices, lessons learned, and application knowledge to improve usability, reduce support burden, and promote successful product adoption.
Technical Documentation Ownership
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Develop and maintain installation manuals, user guides, application notes, quick-start guides, wiring diagrams, troubleshooting guides, technical bulletins, and training materials.
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Ensure technical documentation accurately reflects product functionality throughout the product lifecycle.
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Maintain documentation standards and terminology consistency
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Collaborate with Engineering, Product Management, Technical Services, and Marketing Communications to ensure timely release of customer facing technical content.
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Support localization and translation activities for global product launches.
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Create technical diagrams, screenshots, illustrations, and instructional content that improve product understanding.
Product Experience Support
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Identify usability issues and recommend improvements to hardware, software, installation procedures, and customer workflows.
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Validate that product interfaces, labels, LEDs, app flows, and installation methods are intuitive and consistent.
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Provide input to Product Management and Engineering on opportunities to improve customer experience.
Product Development Support
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Participate in design reviews and project teams from concept through commercialization.
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Collaborate with engineers to understand new features and ensure they are easily understood by end users.
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Support field testing activities and capture lessons learned from real world installations.
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Develop installation best practices and integration recommendations.
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Help ensure products align with intended applications and customer expectations.
Training and Knowledge Transfer
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Support internal product training for sales, technical support, and operations teams.
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Support customer and channel partner training activities.
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Develop application examples, best-practice, and troubleshoot guides.
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Maintain institutional knowledge for installation and integration practices.
Continuous Improvement
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Identify opportunities to improve product usability and installation experience.
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Gather feedback from customers, field testing, technical services, sales, and product management.
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Recommend improvements that reduce support burden and simplify deployment.
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Maintain consistency across products, terminology, and customer interactions.
Requirements
Degree(s) or certification(s):
Bachelor's degree in Engineering, Engineering Technology, Technical Communication, Industrial Technology, Electronics, or a related discipline preferred.
Recertification requirements:
Professional experience required (min.):
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3+ years of experience in technical writing, technical support, field applications engineering, product management, engineering, or related technical roles.
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Demonstrated experience creating technical documentation and instructional content (Portfolio or writing sample may be requested during the interview process.)
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Experience with hardware products is preferred.
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Experience supporting installers, integrators, OEM customers, or channel partners preferred.
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Experience with automatic doors, industrial doors, gates, parking systems, access control, or related preferred
Technical competencies
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Strong understanding of how products are installed, configured, and used in real world applications.
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Ability to simplify complex technical concepts for diverse audiences & personas.
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Familiarity with wiring diagrams, electrical schematics, and system integration.
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Ability to troubleshoot and understand customer workflows.
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Strong mechanical and electrical aptitude.
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Customer focused mindset with an emphasis on usability and experience.
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Ability to participate effectively in cross functional product development activities.
Software Skills
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Documentation management platforms (Paligo or equivalent CMS).
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Page layout and publishing software (Adobe InDesign preferred).
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Collaboration, product management, & project management tools (Confluence, Figma, Lokalise, Wrike, Microsoft Project, Miro, or equivalent).
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CAD or drawing software
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Familiarity with mobile applications, sensor configuration software, or connected devices
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Translation and terminology management platforms preferred.
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Multimedia content creation tools for videos, screenshots, diagrams, and tutorials.
Language skills
French: N/A
English: Yes
Success Metrics
- Reduction in support calls.
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Reduction in installation errors.
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Improved time-to-install.
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Faster onboarding of new employees and channel partners.
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Positive beta-test feedback.
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Timely completion of launch deliverables.
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Improved usability and consistency across product lines.
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Increased quality and consistency of technical documentation.
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Positive customer and channel partner feedback regarding ease of installation and product understanding.
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