Documentation specialist

Job Description

As our new Global Service Documentation Specialist (GSDS) you will be joining a team of 8 people in the Product Support team and report into our Senior Manager, Product Support.

The group enables Field Service Engineers (FSE) and Application Specialists (AS) to ensure the functionality of Phadia Laboratory Systems installed at both customer and internal company sites worldwide. This will enable IDD Commercial Organizations and distributors to provide excellent technical service and technical support; driving and protecting our business by creating customer satisfaction and loyalty as well as increasing service revenues.

Along with your colleagues, it will be your responsibility to provide first class technical information; enabling our FSEs and ASs to minimize downtime, thereby ensuring world class support to IDD customers worldwide.

This position will mainly be part of a new instrument development project and work with creating all types of service information required.

Our Organisation:

This position is based in our ImmunoDiagnostics Division (IDD), which has its global HQ in Uppsala, Sweden. IDD develops, manufactures, and markets complete blood test systems to support the clinical diagnosis and monitoring of allergy, asthma and autoimmune diseases. With 1,900 employees worldwide, IDD is the global leader in in-vitro allergy testing and also the European leader in autoimmunity diagnostics.

What will you do?

• Represent Global Service documentation team in new product development project
• Work with documentation team and other departments in the development project to identify service information needs.
• Collaborate with other departments on how we can share information to improve efficiency and ways of working
• Work to define the information concept and ways of distribution for the new product
• Work to define a common glossary of terms used for the new product
• Create, revise and publish information targeting Application Specialists and Field Service Engineers including, but not limited to, release information for new Hardware and Software, Service manuals, Technical Service Bulletins.
• Ensure that system documentation, support processes etc. are always up-to-date.

Who we are looking for:

• Experience of writing technical documentation, installation instructions, informative and steering documentation and service manuals, with a track record of high customer satisfaction
• Have a genuine technical interest.
• Ideally have a Bachelor’s degree in Engineering (or equivalent) and experience from the life-science or IVD industry
• Ideally you will have hands-on experience with our Phadia instruments.
• Speak and write English fluently, and preferably also Swedish
• Be able to manage your work effectively within a matrix environment and display credibility in mentoring and forging solid, positive working relationships across the organization.
• Have a good understanding of information mapping and CMS (such as Madcap)
• Preferably have insight into the day-to-day activities of a Field Service Engineer
• The role will suit someone who is innovative and driven and who works with integrity and encourages involvement

What’s in it for you:

• Be a part of making the world healthier, cleaner and safer
• Excellent career progression opportunities with a large and growing global employer
• Competitive salary, plus annual incentive bonus
• Full benefits package