Delivery Manager, Technical Communications

Komatsu; Cartersville (GA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health benefits

401k plans

Paid time off

Job summary

Komatsu is seeking a Delivery Manager, Technical Communications to lead multi-channel content delivery, manage publishing operations, and coordinate with IT, global affiliates, and suppliers. You will oversee budgets, vendor relations, and the end-to-end publication process for manuals, bulletins, and parts books.

The role requires strong leadership, process improvement, and the ability to drive end-user experience enhancements across online, offline, and print channels.

Qualifications

• Bachelor's degree in Technical Communication, Business, Information Systems, Publishing, or related field.
• 5+ years of relevant professional experience, or 10 years in related industry/work/military.
• Experience with parts or technical manuals and delivery of OEM literature.
• Knowledge of publishing/printing systems and standards.

Responsibilities

• Oversee delivery budgets, licensing, vendor services, and system platform costs.
• Lead customer support for technical content delivery channels and KPIs.
• Manage release and distribution of manuals through online, offline, and print channels.
• Coordinate technical bulletin workflows and ensure on-time publication.
• Collaborate with IT, affiliates, customers, distributors, and suppliers for improvements.
• Lead delivery team development, set priorities, and promote accountability.
• Standardize workflows, monitor performance, and report progress to leadership.
• Research and adopt publishing, delivery, automation, and compliance practices.

Skills

Budgeting

Leadership

Vendor management

Publishing systems

Project management

Customer support

Workflow management

SAP

Cross-functional collaboration

Education

Bachelor's degree

Tools

Microsoft 365

Adobe FrameMaker

SharePoint

LinkOne

Job description

Job Description

Delivery Manager, Technical Communications

Join Komatsu and Be Part of Something Big!

Job Overview

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.

Key Job Responsibilities

• 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.

Qualifications/Requirements

• 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 LinkOne, Adobe FrameMaker, 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 deadlines.
• Workflow and Quality Management: Experience managing documentation and publishing workflows, testing updates, coordinating releases, and ensuring the quality, accuracy, and availability of deliverables.
• Business and Financial Skills: Working knowledge of budgets, vendor management, billing, SAP, accounting processes, licensing, and statements of work. Strong customer relationship management, customer support, and interpersonal communication skills.
• Problem Solving and Communication: Strong root cause analysis, organizational, written, verbal, presentation, and stakeholder management skills. Ability to manage multiple projects and resolve issues across internal and external teams.
• Travel: Travel up to 5% to 15% for project work, supplier or affiliate meetings, customer or distributor support, training, industry events, or team meetings.
• Preferred Skills: Experience with technical content portals, customer support processes, publishing automation, reporting tools, platform upgrades, global distribution, business case development, and SLQDC-based continuous improvement.
• Komatsu Way: Ability to apply the principles of the KOMATSU Way to everyday work activities where applicable.

Company Benefits

• Health benefits: Medical, dental, vision, HSA, wellness programs, etc.
• 401k and/or employee savings programs
• Employee time off (vacation and designated holidays)
• Employee and family assistance programs
• Disability benefits
• Life insurance
• Employee learning and development programs

Diversity & Inclusion Commitment

At Komatsu, we come from diverse backgrounds, with unique perspectives, experiences, and contributions.We are committed to creating a workforce that is reflective of the communities we work and live in. We believe that our people are part of our shared purpose. Connected by our core values of ambition, perseverance, collaboration and authenticity, we are committed to continually advancing in our support of diversity and inclusion. United, we are on a journey towards a sustainable future that creates value together.

Company Information

Komatsu develops and supplies technologies, equipment and services for the construction, mining, forklift, industrial and forestry markets. Headquartered in Tokyo, Japan, Komatsu employs more than 64,000 people worldwide, operating in more than 140 countries. For more than a century, the company has been creating value for its customers through manufacturing and technology innovation, partnering with others to empower a sustainable future where people, business and the planet thrive together. Since the company's founding in 1921, Komatsu has been committed to supporting individuals and communities through job training, skills development and giving back. As a Komatsu employee, you will be encouraged to grow alongside our global company, contributing to a more sustainable future for all. If you are looking for a company that values your talent and potential, join Komatsu to be a part of something big and help advance modern society. Learn more at www.komatsu.com.

EEO Statement

Komatsu is an Equal Opportunity Workplace and an Aff