NPD Readiness Lead

Marmon Food service Technologies, Inc.

As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.

Though you may not know us by name, you’ve most likely enjoyed meals and refreshments supported by our industry-leading brand portfolio. For decades, we’ve designed and manufactured food service equipment for some of the world’s biggest, most recognized consumer brands.

We are driven to innovate with a clear purpose in mind: revolutionizing the future of food service. Guided by our commitment to Doing Things That Matter, Leading at Every Level, and Winning a Better Way, we focus on delivering meaningful impact for our customers, our communities, and each other.

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)
Act as the primary operational interface between:

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 and operational teams to:

Identify likely failure modes

Develop troubleshooting logic and flows

Validate that support teams can:

Diagnose issues accurately

Apply correct resolution pathways

Ensure readiness aligns to diagnose-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/ASAsEnsure capability is sufficient to support first-time resolution from launch
5. Documentation & Knowledge Readiness Ensure all service-facing content is complete and…