Assistant Mgr, Service NPD

Milwaukee Tool’s service experience is a customer expectation and a competitive advantage.  The Assistant Mgr, Service NPD combines strong technical, project management, and cross-functional organizational skills to ensure that products in his/her portfolio are ready to be serviced upon their launch and remain “service-ready” throughout their lifecycle.  Working constantly with product engineering, marketing, international manufacturing, finance, and quality, as well as Service functions like spare parts, technical literature, and service center engineering, this role leads the execution of service-readiness in Service centers, branches, and authorized service centers, and also supports service readiness in global regions.

In addition to actual product projects, the Assistant Mgr, Service NPD helps create, implement, and improve the tools and processes needed to perform its functions. This job description lists major areas of responsibility.  Additional job duties and objectives may change with the business.

Duties & Responsibilities

• Create and own the global service-readiness plan, including key milestones and deadlines, to ensure products are service-ready across all customer touchpoints at launch.

• Analyze sales forecasts, market trends, service demand, and regional business requirements to determine repair strategy recommendations by region.

• Understand the underlying technology, service expectations, and competitive service landscape for existing and upcoming products in his/her portfolio.

• Potential opportunities for exposure to new-to-Milwaukee and new-to-world products which would include creating all-new service programs and touchpoints.

• Communicate and advocate for incorporating service needs into product designs.

• Ensure readiness planning follows VIGOR and Service VIGOR, Milwaukee’s new product development standards.

• Develop the repair and maintenance programs, including frequency, cost, complexity, and tooling and fixture needs.

• Identify the spare parts and kits needed. Assist/guide the Tech Lit department in creating Spare Parts Lists. Assist planning and procurement departments in purchasing the correct spare parts in the right quantities at the right time, as needed.

• Work with Quality and Engineering to develop repair SOPs, end of line tests, required tooling and fixturing, and quality collection regimens.

• Design the technical and support literature strategy. Assist/guide the resources creating those documents, videos, and other support collateral, including what will be used for training.

• Coordinate with Service commercial departments to ensure alignment with customer-facing programs and initiatives.

• Work closely to coordinate and support readiness rollouts with repair hubs, factory service centers, authorized service centers, and global regions. Ensure these teams have been thoroughly advised of and engaged with projects in advance of launch, preventing surprises in support locations and poor customer experiences due to service un-readiness.

Education, Skills, and Experience

• Bachelor’s degree in engineering or business degree is required, or equivalent experience.
• 2 years’ experience in designing, servicing, repairing, or reconditioning portable power tools or light equipment.
  • Experience with Milwaukee products is desired.
• Demonstrated history of successful project or workflow management across a portfolio of dynamic, fast-moving projects.
• Experience with the following is desired:
  • Product and tooling procurement
  • Designing and creating technical literature and videos
• Solid communication skills, both written and verbal are required
• Computer skills:
  • Proficiency in Microsoft Office (Excel, Word, PowerPoint, Visio, and Outlook)
  • Asana or similar Project Management application experience preferred.
  • Working in ERP/MRP environments.  Knowledge of Microsoft AX and/or Oracle is desired.
• The successful candidate will demonstrate the following traits:
  • Highly deadline driven.
  • Strong attention to detail.
  • Problem solving, critical thinking, and analytics
  • Working cross functionally across a diverse and global organization.

Travel:

• Occasional travel required, typically 10%-20%. Trips are typically domestic, <1 week duration, and suppliers. Employees must be willing to use the quickest and most cost-effective mode of transportation (Flight, Bus, Train, & etc.)