NPD Readiness Lead

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. 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.

Responsibilities

Own service readiness for all new product introductions; Ensure readiness across technical support, field service execution, training, documentation, and knowledge tools; Define readiness criteria and ensure all requirements are met prior to launch; Act as primary operational interface between Engineering/Product Development, Support Contact Center, Field Service (ASA), 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 all service-facing documentation is complete and validated prior to launch; Support go-live readiness and launch execution; Lead technical diagnosis of equipment issues; Capture and analyze early-life product failures; 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, 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; Travel expectations: 25-30% for customer installations and visits

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; Financial and retirement advising