Technical Writer Customer Service

Professional Experience

Philips Eindhoven, NL (100% remote) Jan 2021 - Dec 2024

Senior Technical Writer, Philips Image Guided Therapy Devices

●Single-handedly wrote/revised all documentation needed for business integration of three small companies acquired by Philips in areas ranging from shop floor production, sales and customer support, and warehouse operations.

●Collaborated closely with a remote, dispersed work force across North America and northern Europe.

●Trained and mentored 12 new tech writers to support critical projects.

AvtechTyee Everett, WA Oct 2016 - April 2020

Senior Technical Writer

●One-person tech pubs department solely responsible for all maintenance documentation content for a wide variety of airborne electronics and cockpit audio communication equipment.

●Responsible for researching, writing, illustrating, indexing, shop verification, and publishing.

●Responsible for supporting maintenance documentation requests from external customers: manufacturers, operators, and repair station technicians - and from internal customers: sales, customer service, design engineering, and sustaining engineering.

●Responsible for supervising a tech writing team in India for production of T-Files (Boeing deliverable).

●Burned through a two-year backlog while asking for feedback directly from customers on ways to improve manual standards and compliance with ATA specifications.

Aviation Technical Services Everett, WA Feb 2014 - Oct 2016

Tech Writer II

●Responsible for defining, developing, and documenting business management system processes to facilitate ISO 9000 quality certification in advance of the company seeking its first FAA-PMA.

●Solely responsible for researching and writing the company’s first FAA-compliant Quality System Manual, needed for manufacturing authorization.

●Created new templates and documentation standards for engineering plans, reports, and processes.

●Migrated “tribal knowledge” manufacturing processes and engineering procedures to written work instructions, flow charts, and operating procedures.

●Collaborated on writing FAA-mandated reports for STC Certification including Project Specific Certification Plans (PSCPs) and Instructions for Continues Airworthiness (ICAs).

●Authored maintenance documents including CMMs, AMM supplements, IPC supplements, Service Bulletins, and Task Cards (shop floor work instructions) for interior modifications on Airbus A320s and Boeing 737NGs.

Education

BA, Linguistics, Seattle Pacific University, Seattle, WA

AA, Mechanical Engineering Technology, Maricopa Technical College, Phoenix, AZ,

Certificate, Technical Communication, University of Washington Seattle, WA

References

Leslie Beekhuis, Philips, Program Manager: +1-719-***-**** ******.********@*******.***

Niky Montes: Philips, Project Manager: 510-***-****, ****.******@*****.***

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