Service Program Specialist

The Service Program Specialist (SPS) is the Customer Service and Support representative on Tektronix new product core teams, accountable for ensuring that Worldwide Customer Support and its partners are prepared to service and calibrate new products at launch — anywhere in the world, to standard, at a planned cost.

In this role you own service readiness end to end: the service strategy and plan, the capital that funds it, the depots, documentation, parts, training and test systems that deliver it, and the declaration that says a program is ready to release. You lead the service core team, and you carry products beyond launch through updates, safety actions, engineering changes and long-term support.

This is a role for an experienced operator. You will inherit an established portfolio of Tektronix instrument and probe programs with the standard work, the depot network and the global relationships already in place — and the autonomy to decide how the work gets done from here.

• Own the Service Capability Assessment and the Service Plan for every assigned Tektronix new product program, from the initiation checkpoint onward.
• Determine the service model for each product — repairable versus repair by replacement, depot versus onsite, which regions receive capability and when — and defend that recommendation to SSO and business leadership.
• Define what it takes to calibrate a new instrument to specification in every region that needs it: standards, traceability, fixtures, procedures and accreditation scope.
• Own the life cycle management process of the service portfolio in partnership with different stakeholders like product marketing, service engineering, operations and the product lines. Serve as the primary lifecycle contact point for the NPI, product line and service teams.

• Build financial justification for new service capability — test systems, fixtures, depot tooling and training — and prepare capital allocations to deploy that capability globally.
• Take the capital request through the CAR approval process with SSO leadership and Finance.

• Own the Service Readiness checklist across equipment, materials and test system readiness, documenting deviations and contingency plans.
• Chair checkpoint reviews at PQ and Qual and 30 days ahead of Release Point with senior service managers globally.
• Convene gap meetings for any significant change in program scope, timeline or escalation, and issue the readiness declaration once the checklist is complete.

• Set up the service ERP (Oracle) with the data required to transact the product at release — items, parts, pricing and initial service parts forecast.
• Define the field replaceable unit list and service bill of materials with Materials and Service Engineering, and work supplier agreements where parts or documentation originate with an OEM partner.
• Own service documentation input and review — internal service manual, assembly and disassembly work instructions, troubleshooting content and knowledge base articles — and coordinate published performance and functional verification procedures with Service Test Engineering and Quality.
• Partner with the product line to deliver depot and field training within 30 days of release.

• Lead the service core team, determining whether a formal or informal team is required, and tailor the process, guidelines and templates as each program warrants.
• Negotiate due dates with core team members to ensure actions are accomplished to plan, and elevate any issue that represents a risk to successful implementation.
• Define test system and fixture requirements, fund them, and hold Service…