NPD Readiness Lead

Ensures new products are service-ready at launch by driving end-to-end operational readiness across diagnostics, training, documentation, field execution, and support—preventing avoidable demand, reducing early-life failures, and accelerating time to stable performance.

This role creates value by translating product development outputs into clear, executable service readiness—ensuring Support, Field, Training, and Customer Operations teams are prepared to diagnose, resolve, and support new products effectively from day one. Through cross-functional coordination and disciplined readiness processes, the NPD Readiness Lead reduces escalation risk, improves first-time resolution, and protects customer experience during product introduction.

Role Summary

The NPD Readiness Lead is responsible for ensuring all new products are fully prepared for service execution prior to and during launch, acting as the operational bridge between Product Development, Engineering, and Aftermarket teams.

This role owns end-to-end service readiness for new product introductions (NPD)—including diagnostics, documentation, training alignment, field readiness, and early-life support. The NPD Readiness Lead ensures that all service-facing teams are equipped with the knowledge, tools, and processes required to support new products at launch and stabilize performance post-release.

Key Responsibilities

1. End-to-End Service Readiness Ownership (NPD)

Own service readiness for all new product introductions

Ensure readiness across:

Technical support (diagnostics and troubleshooting)

Field service execution

Training and capability development

Documentation and knowledge tools

Define readiness criteria and ensure all requirements are met prior to launch

Prevent gaps that would result in avoidable escalations, repeat contact, or field failure

At times project management may be required

2. Cross-Functional Coordination (Engineering, Product, Support, Field)

Actas the primary operational interfacebetween:

Engineering / Product Development

Support Contact Center

Field Service (ASA)

Training (Virtual + University)

Ensure alignment between:

Product design intent

Serviceability and diagnostic capability

Translate technical product details into clear, executable service requirements

3. Diagnostic & Technical Readiness

Ensure diagnostic pathways are defined,validated, and documented prior to launch

Partner with Engineering andoperational teamsto:

Identifylikely failuremodes

Develop troubleshooting logic and flows

Validate that support teams can:

Diagnose issues accurately

Apply correct resolution pathways

Ensure readiness aligns todiagnose-before-dispatch principles

4. Training Alignment & Capability Enablement

Partner with:

Technical Training Specialist (Virtual)

Technical Trainer (Internal University)

Technical Trainer (External)

Ensure training content is:

Developed prior to launch

Aligned to real product functionality and failure modes

Validate readiness of:

Dispatch/Warranty

Technical Case Owners

Customer Operations Lead

Field/ASAs

Ensure capability is sufficient tosupport first-time resolution from launch

5. Documentation & Knowledge Readiness

Ensure all service-facing content is complete andvalidatedprior to launch:

Work instructions

Diagnostic flows (e.g., Zingtree)

Technical documentation

Job aids and field guides

Establishasingle sourceof truthfor new product support

Identifyand close gaps that would create confusion or inconsistent execution

6. Launch Execution & Early-Life Support

Support go-live readiness and launch execution

Provide heightened oversight during early product lifecycle

Monitor:

Early failuretrends

Escalation patterns

Diagnostic gaps

Act quickly to resolve readiness issuesimpactingservice execution

7.Diagnostic Troubleshooting & Resolution

Leadtechnical diagnosis of equipment issuesusing structured troubleshooting methods

Identifyroot cause through effective questioning, analysis, and toolutilization

Resolve issues via:

Phone fix / remote guidance

Knowledge base resources

Correct field dispatch whenrequired

Reinforcediagnose-before-dispatch principles tominimize unnecessary service events

Ensure all resolutions areaccurate, complete, and repeatable

8. Demand & Failure Mode Feedback Loop

Capture and analyze:

Early-life product failures

Repeat issues and escalation drivers

Translate insights into actionable improvements for:

Engineering (design or product adjustments)

Training (capability gaps)

Support (process or diagnostic improvements)

Ensure learnings are fed into thebroader closed-loop improvement model

9. Risk Identification & Mitigation

Identifyrisks to service readiness prior to product launch:

Incomplete diagnostics

Training gaps

Documentation deficiencies

Field readiness issues

Proactively escalate risks and drive mitigation plans

Ensure launch occurswith clear visibility of readiness status and residual risks

9. Standardization & Continuous Improvement of Readiness Model

Develop and refine standardizedNPD Service Readiness processes

Ensure repeatable, scalable readiness practices across products

Continuously improve readiness based on:

Launch performance

Service outcomes

Feedback from cross-functional teams

Key Decisions Owned

Readiness status determination (ready vs. at risk vs. not ready)

Prioritization of readiness gapsimpactinglaunch success

Escalation of product, capability, or documentation risks

Validation of diagnostic readiness and service pathways

Recommendations for product or training adjustments based on early-life performance

Measures of Success

First-Time Resolution (New Products):Strong resolution quality at launch

Early-Life Failure Rate:Reduction in repeat issues and failures post-launch

Escalation Rate (New Products):Minimized escalations due to readiness gaps

Time to Stability:Speed at which new products reach steady-state performance

Customer Effort (CES):Reduced friction duringinitialproduct adoption

Training Readiness:Capability achieved ahead of or at launch

Documentation Completeness:Availability and usability of service content

Field Dispatch Accuracy:Reduction in unnecessary or incorrect dispatch

Readiness Compliance:% of readiness criteria achieved prior to launch

Qualifications & Experience

Bachelor’s degree or equivalent experience in technical, engineering, or service-related field

5–8+ years of experience in:

Technical support

Field service

Product support or NPD environments

Experience working cross-functionally with:

Engineering

Product teams

Service operations

Key Skills & Competencies

Strong technical and diagnostic understanding

Systems thinking across product, service, and customer impact

Cross-functional leadership and influence without authority

Ability to translate technical complexity into operational execution

Strong problem-solving and risk identification capability

Data-driven decision making and insight generation

Clear communication and stakeholder alignment

Project management experience

Nice-to-Have / Future-Focused Capabilities

Experience supporting product launches or NPD programs

Familiarity with service readiness frameworks or stage-gate processes

Experience in aftermarket or equipment-based service environments

Exposure to training, documentation, or knowledge systems

Lean / continuous improvement experience

Travel Expectations

25-30% for customer installationsand visits.

Benefits

We support your well-being with comprehensive and easy-to-use benefits that you’ll be eligible to enroll in on your first day of employment. Here are some of the highlights:

Medical, Dental, Vision, and Prescription Drug insurance plans

Access to a Health Advocate who is an expert in Marmon’s health plan and can help you select the best health benefits for you and your family

Tax advantaged spending accounts for health and dependent care expenses

Wellness programs and resources including Telehealth, Mental Health, Fitness, and Family Planning

Generous paid time off for personal use, holidays, and parental leave

Company-sponsored life insurance

401(k) with fully vested company match; Marmon may also make an additional annual discretionary contribution to your account, whether or not you contribute on your own

Financial and retirement advising

About Marmon Holdings

Marmon Holdings, Inc., a Berkshire Hathaway company, comprises 11 groups and more than 100 autonomous businesses with total annual revenue of $10 billion. Marmon’s 28,000-plus team members are celebrating the company's 70th anniversary in 2023 and helping write the next chapter of Marmon's story.

Pay Range:

70,400.00 - 105,600.00

We offer a comprehensive benefits package that may include medical, dental, vision, 401k matching, and more!

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to careers@marmon.com, and please be sure to include the title and the location of the position for which you are applying.