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 supportpreventing 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 readinessensuring 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 Leadisresponsible forensuring 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 processesrequiredto support new products at launch and stabilize performance post-release.

Key Responsibilities

1. End-to-End Service Readiness Ownership (NPD)

• Ownservice 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 berequired

2. Cross-Functional Coordination (Engineering Product Support Field)

• Actas the primary operational interfacebetween:

• 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 definedvalidated and documented prior to launch

• Partner with Engineering andoperational teamsto:

• Identifylikely failuremodes

• Develop troubleshooting logic and flows

• Validate that support teams can:

• Diagnose issues accurately

• Apply correct resolution pathways

• Ensure readiness aligns todiagnose-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/ASAs

• Ensure capability is sufficient tosupport first-time resolution from launch

5. Documentation & Knowledge Readiness

• Ensure all service-facing content is complete andvalidatedprior to launch:

• Work instructions

• Diagnostic flows (e.g. Zingtree)

• Technical documentation

• Job aids and field guides

• Establishasingle sourceof truthfor new product support

• Identifyand close gaps that would create confusion or inconsistent execution

6. Launch Execution & Early-Life Support

• Support go-live readiness and launch execution

• Provide heightened oversight during early product lifecycle

• Monitor:

• Early failuretrends

• Escalation patterns

• Diagnostic gaps

• Act quickly to resolve readiness issuesimpactingservice execution

7.Diagnostic Troubleshooting & Resolution

• Leadtechnical diagnosis of equipment issuesusing structured troubleshooting methods

• Identifyroot cause through effective questioning analysis and toolutilization

• Resolve issues via:

• Phone fix / remote guidance

• Knowledge base resources

• Correct field dispatch when

• Reinforcediagnose-before-dispatch principles tominimize unnecessary service events

• Ensure all resolutions areaccurate complete and repeatable

8. Demand & Failure Mode Feedback Loop

• Capture and analyze:

• Early-life product failures

• Repeat issues and escalation drivers

• Translate insights into actionable improvements for:

• Engineering (design or product adjustments)

• Training (capability gaps)

• Support (process or diagnostic improvements)

• Ensure learnings are fed into thebroader closed-loop improvement model

9. Risk Identification & Mitigation

• Identifyrisks to service readiness prior to product launch:

• Incomplete diagnostics

• Training gaps

• Documentation deficiencies

• Field readiness issues

• Proactively escalate risks and drive mitigation plans

• Ensure launch occurswith clear visibility of readiness status and residual risks

9. Standardization & Continuous Improvement of Readiness Model

• Develop and refine standardizedNPD Service Readiness processes

• Ensure repeatable scalable readiness practices across products

• Continuously improve readiness based on:

• Launch performance

• Service outcomes

• Feedback from cross-functional teams

Key Decisions Owned

• Readiness status determination (ready vs. at risk vs. not ready)

• Prioritization of readiness gapsimpactinglaunch success

• Escalation of product capability or documentation risks

• Validation of diagnostic readiness and service pathways

• Recommendations for product or training adjustments based on early-life performance

Measures of Success

• First-Time Resolution (New Products):Strong resolution quality at launch

• Early-Life Failure Rate:Reduction in repeat issues and failures post-launch

• Escalation Rate (New Products):Minimized escalations due to readiness gaps

• Time to Stability:Speed at which new products reach steady-state performance

• Customer Effort (CES):Reduced friction duringinitialproduct adoption

• Training Readiness:Capability achieved ahead of or at launch

• Documentation Completeness:Availability and usability of service content

• Field Dispatch Accuracy:Reduction in unnecessary or incorrect dispatch

• Readiness Compliance:% of readiness criteria achieved prior to launch

Qualifications & Experience

• Bachelors degree or equivalent experience in technical engineering or service-related field

• 58 years of experience in:

• Technical support

• Field service

• Product support or NPD environments

• Experience working cross-functionally with:

• Engineering

• Product teams

• Service operations

Key Skills & Competencies

• 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 / Future-Focused Capabilities

• 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

Travel Expectations

• 25-30% for customer installationsand visits.