NPD Readiness Lead

About this role

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 ar

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