NPD Readiness Lead

Marmon Food service Technologies, Inc.

The NPD Readiness Lead ensures 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.

• 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
• Project management may be required at times
• 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
• 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
  • Verify support teams can diagnose issues accurately and apply correct resolution pathways
  • Align readiness with diagnose-before-dispatch principles
• Training Alignment & Capability Enablement:
  • Partner with Technical Training Specialists (Virtual), Technical Trainers (Internal University), and Technical Trainers (External)
  • Ensure training content is developed prior to launch and aligned to real product functionality and failure modes
  • Validate readiness of Dispatch/Warranty, Technical Case Owners, Customer Operations Lead, and Field/ASAs
  • Ensure capability is sufficient to support first‑time resolution from launch
• Documentation & Knowledge Readiness:
  • Ensure all service‑facing content is complete and validated prior to launch (work instructions, diagnostic flows, technical documentation, job aids and field guides)
  • Establish a single source of truth for new product support
  • Identify and close gaps that create confusion or inconsistent execution
• Launch Execution & Early-Life Support:
  • Support go‑live readiness and launch execution
  • Provide heightened oversight during early product lifecycle
  • Monitor early failure trends, escalation patterns, and diagnostic gaps
  • Act quickly to resolve readiness issues impacting service execution
• Diagnostic Troubleshooting & Resolution:
  • Lead technical diagnosis of equipment issues using structured troubleshooting methods
  • Identify root cause through effective questioning, analysis, and tool utilization
  • Resolve issues via phone fix/remote guidance, knowledge base resources, or correct field dispatch when required
  • Reinforce diagnose-before-dispatch principles to minimize unnecessary service events
  • Ensure all resolutions are accurate, complete, and repeatable
• Demand & Failure Mode Feedback Loop:
  • Capture and analyze early-life product failures, repeat issues, and escalation drivers
  • Translate insights into actionable improvements for Engineering, Training, and Support
  • Feed learnings into the broader closed-loop improvement model
• Risk Identification & Mitigation:
  • Identify risks to service readiness prior to product launch (incomplete diagnostics, training gaps, documentation deficiencies, field readiness issues)
  • Proactively elevate risks and drive mitigation plans
  • Ensure launch occurs with clear visibility of readiness status and residual risks
• Standardization & Continuous Improvement of Readiness Model:
  • Develop and refine standardized NPD Service Readiness processes
  • Ensure repeatable, scalable readiness practices across products
  • Continuously improve readiness based on launch performance, service outcomes, and feedback from cross-functional teams

• Readiness status determination (ready vs. at risk vs. not ready)
• Prioritization of readiness gaps impacting launch success
• Escalation of product, capability, or documentation risks
• Validation of…