NPD Readiness Lead

Marmon Foodservice 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 foodservice 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 foodservice. 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/ASAs

Ensure capability is sufficient to support first-time resolution from launch

5. Documentation & Knowledge Readiness

Ensure all service-facing content is complete and validated prior to launch:

Work instructions

Diagnostic flows (e.g., Zingtree)

Technical documentation

Job aids and field guides

Establish a single source of truth for new product support

Identify and 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 failure trends

Escalation patterns

Diagnostic gaps

Act quickly to resolve readiness issues impacting service execution

7. 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

Correct field dispatch when required

Reinforce diagnose-before-dispatch principles to minimize unnecessary service events

Ensure all resolutions are accurate , 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 the broader closed-loop improvement model

9 . Risk Identification & Mitigation

Identify risks 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 occurs with clear visibility of readiness status and residual risks

9. 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

Feedback from cross-functional teams

Key Decisions Owned

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 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 during initial product 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

Bachelor’s degree or equivalent experience in technical, engineering, or service-related field