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. 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.

Responsibilities

Own service readiness for all new product introductions; ensure readiness across technical support, field service execution, training and capability development, documentation and knowledge tools; define readiness criteria; act as primary operational interface between Engineering/Product Development, Support Contact Center, Field Service, and Training; ensure diagnostic pathways are defined, validated and documented prior to launch; partner with training teams to ensure training content is developed prior to launch; ensure service-facing content is complete and validated prior to launch; support go-live readiness and launch execution; provide heightened oversight during early product lifecycle; lead technical diagnosis of equipment issues using structured troubleshooting methods; capture and analyze early-life product failures and escalation drivers; identify risks to service readiness and drive mitigation plans; develop and refine standardized NPD Service Readiness processes

Requirements

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, and service operations; 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

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

Benefits

Medical, Dental, Vision, and Prescription Drug insurance plans; Access to a Health Advocate; 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; additional annual discretionary contribution may be made by Marmon; Financial and retirement advising