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Service Literature Specialist
Michigan
Detroit Metro Area
JN -122016-2995

Role Summary 
The Service Literature Specialist role is responsible for ensuring availability of vehicle service support literature, such as Maintenance Information and Pre Delivery Checklists. The main task is to source/research content, content creation (XML based), and publication (DTP) of service literature. 

• Researches, creates, and publishes content according to vehicle launches to ensure timely delivery of literature. 
• Communicates directly with launch team, VW and Audi brands, engineering, and product support to obtain information and publish in Volkswagen Group systems. 
• Ensures timelines are established and followed so that service literature is ready at time of start of production. 

Role Responsibilities 

Maintenance Literature Content – 50% 
• Research and gather maintenance information to be published in Warranty and Maintenance Manuals (Glovebox), Repair Manuals, Maintenance Cards, and Labor Operations. 
• Monitor launch schedules for VW and Audi to ensure availability of deliverables. 
• Work with factories, product support, warranty groups, and others to collect maintenance content. 
• Create xml documentation using existing style sheet. 
• Distribute and obtain approvals from VWGoA stakeholders. 
• Publish using VWGoA internal systems, including ElsaPro, ServiceNet, etc. 
• Monitor dealer and internal feedbacks throughout the model year for updates/corrections. 
• Communicates directly with factory on content discrepancies and timing, and reports any obstacles or potential timing changes. 
• Optimize process and create documentation. 

Vehicle Delivery Documentation (PDI) - 30% 
• Service delivery documentation is used by dealership technical personnel to prepare newly shipped vehicles for sale. Including removing out of transport mode, cleaning, checking functions, etc. 
• Customer delivery documentation is used by dealership sales personnel to teach customers how to use the vehicle systems and ensure a perfect customer satisfaction. 
• Monitor launch schedules for VW and Audi to ensure availability of deliverables. 
• Research PDI information, create content, and publish PDI information. 
• Work with factories, product support, warranty groups, and others to collect delivery content. 
• Format content using desktop publishing software into desired style. 
• Monitor dealer and internal feedbacks throughout the model year for updates/corrections. 
• Work with Labor Operations Specialist to complete time study. 
• Optimize process and create documentation. 

Other Service Support Literature - 20% 
• Various documentation to support dealership repair process. 
• Obtain content from multiple internal teams and organize into usable format. 
• Communicate effectively with colleagues and create networking opportunities. 
• Occasional contact with dealership personnel through feedbacks and advisory committees. 
• Optimize process and create documentation. 



Required Skills 
• Bachelor’s degree or equivalent experience 
• 5 years of demonstrated experience 
• Automotive after-sales process knowledge 
• Strong automotive after sales service and process knowledge 
• Strong analytical skills, including data mining and reporting 
• Strong in analytical / conceptual thinking 
• Demonstrate strong problem solving skills 
• Excellent in communicating ideas, plans and concepts to decision makers and stakeholders 
• Strong ability to interact across multiple work teams and global offices (internal and external) 
• Ability to adapt quickly changing and conflicting demands 
• Excellence in project management: ability to manage project scope & timelines, well organized and ability to multitask effectively 
• Understanding of business communication processes within other VWGoA aftersales groups to foster collaboration and utilize process synergies 
• Project Management 
• Able to work both independently and within a structured corporate and international team environment 
• Team Player- able to integrate with group and processes 
• Proficient in creating executive level presentations 
• Process improvement using evaluation of current processes and new ideas 
• Proficiency with Microsoft Office Suite (Advanced knowledge) 

Desired Skills: 
• Experience with VWGoA systems 
• German language knowledge 
• Labor Operation expertise 
• XML knowledge (Epic Arbortext) 
• Desktop Publishing experience (Adobe InDesign, Photoshop, Illustrator) 
• Editing or Technical Writing experience 
• Process management skills 
• ASE certifications 
• Experience in dealership or independent repair process (Technician, Service Advisor, etc.)
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