Technical Writer

2 weeks ago

Toronto, Canada Thales Full time

Location: Toronto, Canada

Thales people architect solutions that support 85 million mainline and suburban passenger journeys, worldwide, every day. Our Rail Signalling and Communication systems are used on metro lines across major cities, and 72,000 kms of route, 52,000 trains per day in 16 countries are controlled by our Traffic Management Systems. Together We deployed the first-ever nationwide ticketing system which processes over 50 million ticketing transactions in 100 cities daily.

As the Technical Writer and Trainer, you will prepare Operations and Maintenance (O&M) manuals for company products, and prepare and present technical training courses. To provide technical support to Customer Service when required. Also as a Project Liaison for the team, oversees multiple projects and the O&M training team cost and schedule, and daily interfaces to Project Manager/Engineering/Customer.

Key Responsibilities
- Prepare Operation manuals, Maintenance manuals and User guides for company products by researching technical documents, interviewing of technical resources and compiling data into a clear, easy to follow Manual
- Prepare various product training materials
- Collate source information from design and development groups
- Incorporate internal and customer comments
- Circulate drafts for input and review
- Detail changes using company quality procedures
- Report Manual production through draft, review, approval and submittal cycle
- Liaise with the safety group and RAMs to ensure that all warnings and cautions listed in the hazard log are documented in the relevant training materials and manuals, as required
- Ensure that manuals describe safe practices for performing Preventive and Corrective maintenance procedures that may not necessarily be listed in the Hazard Log
- Prepare presentation and delivers technical training courses to customers. This includes research, compilation of data into training guides, training aids, and relevant audio/visual course material
- Provide general technical support to the Customer Service department and to customers when required
- Document operating procedures, troubleshooting strategies, preventive and corrective maintenance procedures for distributed systems
- Design, develop and deliver courses for classroom, instructor-led, virtual and e-learning formats
- Respond to Project Lead requests as required
- Perform other related duties as assigned

In addition to the above responsibilities, as a Project Lead responsible to:

- Provide Bottoms-Up Estimate (BUE) analysis / Estimate to Complete (ETC) review / Request for Quotation (RFQ) estimates to the Project team
- Attend Risk Review Meetings, update Month End Schedules and participate in key Design Review meetings with the Customer
- Support Bids and Proposals group inputs
- Evaluate and report on project Estimates to Complete (ETC) to provide clarity on cost exposures and future labour needs
- Perform Training Needs Analysis (TNA)
- Define the training Solution, based on TNA and Customer requirements. Gathers all necessary information, liaises with technical contributors as appropriate
- Work collaboratively with other training contributors to ensure content completeness and consistency
- Resolve issues and manage feedback loops with students and customers
- Manage the pertinent work processes to ensure on-time delivery with rigorous emphasis placed on continuous-improvement in productivity, cost-effectiveness, quality and customer satisfaction
- Provide support to assigned projects in all aspects of training and documentation. This includes defining resource requirements and outlining budgets as they relate to course and manual development
- Track assigned projects and provide/update regular reports on project status to Training Manager and key stakeholders
- Review hours/progress of percent complete for the Operations/Maintenance team per project to ensure they have enough hours and are not overrunning activities and advise Training Manager
- Conduct separate weekly/bi-weekly meetings with Training Manager to advise on issues with project deliverables schedule and hours
- Participate in project meetings, interfacing with Customer, Project Manager and planner/schedulers
- For projects with outsourced deliverables: Be single point of contact with vendor staff, coach and direct vendor staff, review outputs and review progress reports/estimates

Key Requirements
- 3 to 5 years of relevant experience in preparing technical documentation and delivering technical training
- Technical training experience with complex systems and solutions
- Proven didactic skills, knowledge and teaching methods
- Strong professional writing skills
- Ability to explain and describe complex technical concepts to a varied audience
- Ability to analyze and interpret hardware/software/system specifications and documentation
- Excellent knowledge of railway industry and technology
- Experience with Interlocking systems
- Excellent knowledge of C

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