Delivery Manager, Technical Communications

Job Description Delivery Manager, Technical Communications

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The Technical Communication Delivery Manager leads technical content delivery and customer support through online, offline, and print channels. This role manages publishing operations, customer support, vendor and budget activities, billing, and delivery systems to keep technical information safe, available, and cost-effective. The position partners with Technical Communications teams, IT, global affiliates, suppliers, and business stakeholders to improve delivery processes, platform performance, and the end-user experience.

• Budget and Resource Management: Oversee Technical Communications delivery budgets, annual budget requests, licensing, supplier services, and system platform costs. Manage publishing vendor billing, subscriptions, pricing, and ordering. Select and manage vendors and platforms that support cost-effective technical content delivery.
• Technical Content Delivery Support: Lead customer support for technical content delivery channels and develop related KPIs. Collaborate with Digital and customer support teams to manage tickets, monitor volume and closure time, coordinate issue resolution, identify root causes, and implement long-term solutions for recurring Komatsu ASK and portal issues. Coordinate translation delivery workflows.
• Online, Offline, and Print Publishing: Manage the release and distribution of technical manuals and related content through online, offline, and print channels. Oversee import and North American manual releases, technical bulletin releases, and new product delivery targets. Coordinate with writing and digital teams to process parts books for electronic delivery. Lead business case development and execution for improvements to the customer experience.
• Technical Bulletin Coordination: Manage multi-site technical bulletin workflows for selected Komatsu America operations. Partner with service teams to support submission, review, audit, approval, and release. Ensure content meets Komatsu standards and is published on time.
• Vendor and Stakeholder
  
  Collaboration:
  
  Build effective relationships with Technical Communications, IT, global affiliates, customers, distributors, and suppliers. Coordinate delivery requirements, service expectations, pricing, issue resolution, and continuous improvement activities.
• Leadership and Employee Development: Lead, coach, and develop delivery team members. Establish clear priorities, provide constructive feedback, support career growth and succession planning, and promote accountability and collaboration.
• Performance and Continuous Improvement: Use operational metrics, customer feedback, assessments, and performance measures to evaluate delivery team effectiveness and end-user impact. Standardize workflows, improve systems and processes, and report progress and priorities to leadership.
• Technology and Industry Practices: Research and adopt relevant publishing, delivery, automation, and compliance practices. Coordinate platform testing, upgrades, enhancements, documentation, and change implementation with IT, suppliers, and users.

• Required
  
  Education and Experience:
  
  Bachelor's degree in Technical Communication, Business, Information Systems, Publishing, or a related field and a minimum of 5 years of relevant professional experience, or 10 years of related industry, work, or military experience.
• Technical Content
  
  Experience:
  
  Experience with parts or technical manuals and the delivery of OEM literature through electronic, online, offline, or print channels.
• Publishing and Systems Knowledge: Broad knowledge of technical documentation standards and electronic and print publishing management. Proficiency with Microsoft 365, Adobe Acrobat, and related publishing or delivery applications. Experience with Link One, Adobe Frame Maker, Illustrator, SharePoint, content portals, ordering sites, or comparable systems is preferred.
• Leadership: Demonstrated ability to lead a team, establish priorities, provide constructive feedback, support employee development, and manage work across changing…