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Hi!
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My name is Alexandra Grossman, but you can call me Alex.
While my internship with Liebherr Mining Equipment began Fall 2023, I extended my stay until the Fall 2024 semester so I could earn credit for my work through ODU. As the Technical Writing Intern, I worked closely with the Technical Publications Team and not only gained experienced as a technical writer, but cross trained on several skills and software through working closely on projects with Product Support, Spare Parts, and Training departments.
My main job priorities were to assist the senior technical writer to update and publish technical materials for customers. There are 5 major manuals per truck with different intended audiences: Service, Operators, Field Assembly, Parts, and Maintenance manuals. I updated these manuals by collaborating with technical team leads and engineer SMEs to get relevant information, and then inputted this information into PTC Arbortext and Altova XMLSpy with XML code. Later on in my internship I was trained on illustrations with Creo View, Adobe Illustrator, and ArborText IsoDraw to help mitigate the Missing Illustration Backlog (MIR) and create illustrations for newer truck models.



Photo taken from google images, not from my time at Liebherr for privacy reasons.
After creating the UX test, I developed an instruction document outlining eight parts to be tested, along with pre- and post-test surveys created in Microsoft Forms. Members of the project team used my materials to test 17 participants who were already familiar with the catalog’s structure, recording each session so I could later review the footage for data collection.
During data analysis, I used Excel to organize both demographic and performance data. This included each participant’s name, company, level of experience with the catalog, and satisfaction ratings, alongside quantitative data from the UX tests. I tracked the time it took participants to locate each part, the number of folders they clicked through out of three (the number required to reach part level), and comments made during navigation. I also incorporated satisfaction ratings and other notable feedback from the post-test surveys to provide a more comprehensive understanding of user experiences.

Finally, I used the data collected from the UX tests to create a comprehensive report and presentation, which were delivered to upper management in January 2025, after my internship concluded. The presentation outlined proposed solutions to improve customer satisfaction with the spare parts catalog.
During my internship, I had the opportunity to explore technical writing and several areas adjacent to it, which helped me develop a well-rounded set of professional and technical skills:
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In technical writing, I learned to work with XML to create and update documentation according to company standards. I later contributed to developing visual materials for these manuals, using Creo View to work with 3D models and Arbortext IsoDraw to produce technical illustrations.
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In user experience (UX) research, I gained professional experience designing and conducting a UX test. This included creating the test structure, writing clear instructions, developing pre- and post-test surveys, and performing data analysis to evaluate user feedback.
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Finally, with Microsoft Project Professional and Timeline Pro, I learned how to build synchronized project plans that improved clarity and teamwork across departments, and enhanced my communication and coordination skills.
Overall, I had an incredibly rewarding experience during my internship at Liebherr. I truly enjoyed the projects I worked on and feel proud of both the skills I developed and the quality of my contributions. This internship strengthened my passion for technical writing, and I look forward to continuing to grow my professional experience in this field.
Fall 2023-2024 Technical
Writing Internship
In addition to my day to day assignments, I worked on two notable projects that were focused on collaborating with other departments: The Spare Parts Restructuring Project and updating an existing slideshow for a new fleet of trucks. These projects enriched my internship as I gained experience with leading software in the field.
Spare Parts
Restructuring pROJECT
Originally, I was added to the Spare Parts Restructuring Project to help organize and take notes during our long planning meetings. This initiative aimed to improve customer satisfaction with the spare parts catalog, which was originally difficult to navigate and poorly organized.
Our team began by exploring two restructuring approaches: system-based and location-based. System based broke down initial choice for customers by systems: electric, hydraulic, etc., while location based started off with front, main, rear, and cab, then broke down further into the systems within each location.
At this stage, I realized I could contribute more than just meeting notes. Having previously collaborated on a user experience (UX) test in college, I volunteered to design one for this project. Since our software couldn’t support building a replica website for testing, I created two UX prototypes using Adobe Photoshop by editing screenshots of the existing site to include new text and subfolders. I then built a clickable, immersive PowerPoint slideshow that closely simulated the navigation of the actual website.
Updating a slideshow+
project planning
While I cannot share specific details of the slideshow’s contents or purpose due to confidentiality, this project aimed to improve an existing presentation used to track interdepartmental progress on developing a new fleet of trucks for a client. The original slideshow suffered from legibility and cohesion issues as it was difficult to tell which departments depended on one another, how far along each was in meeting milestones, and whether delays in one area might affect another’s timeline.
During an early meeting, I observed that although the timelines in the slideshow were generated using Timeline Pro, team members were manually updating the table’s information. Aside from informal communication between departments, there was no official interdepartmental project plan for this extensive two-year initiative. The absence of dependency tracking made it difficult to visualize workflow connections or identify potential bottlenecks between teams. So, while my initial task was simply to enhance the slideshow’s appearance, further research led me to develop a more efficient and sustainable solution using Microsoft Project Professional.
Project Professional is not only a great tool to track tasks, deadlines, completion percentages, and dependecienes, but also can be used as a live spreadsheet to feed information into Timeline Pro. So, I created standarized templates for each department to complete, scheduled one of one meetings with each department lead to fully flesh out the subtasks needed to complete each major goal, and then had a large meeting with all leads to link interdepartmental dependencies. Once each team finalized its individual project plan, I compiled them into a parent document that integrated all child files. This new system provided complete transparency into interdepartmental workflows and ensured that all data remained synchronized. Any updates made to an individual department’s file would automatically cascade into the parent document and, in turn, update the data on Timeline Pro—eliminating the need for manual updates and ensuring the presentation always reflected real-time project progress.
With this structure in place, I finalized the slideshow by dividing the presentation into three distinct focuses. The first was a comprehensive project timeline displaying all departments’ major deliverables and key deadlines (this slide was primarily used in customer meetings to report overall progress). The second offered a mid-level view that highlighted each department’s milestones, dependencies, and completion percentages (most often used in meetings with our general manager). The third provided a detailed breakdown of the specific action steps required to achieve those milestones, serving as an internal reference for departments to keep team members accountable.
Internship reflection
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