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Manager, Service NPI

Date: Dec 30, 2017

Location: Richardson, TX, US

Company: HARMAN International

Requisition Id : 104717 

Additional Work Location(s) ​​​​​:  

Position Summary:

The Manager of Service NPI manages the activities of the customer service area related to new products introduction, end of life coordination and training activities to our service centers, external service centers and distributors.   Strive to position the customer service organization to properly support the customers (internal / external) needs on the new products going into the market.


Supervisory Responsibilities:

The Manager of Service NPI manages globally the coordination of new products into the customer service operations. Manage 3-5 reports via solid and or dotted lines in multiple locations.

Cross functionally leads implementation of new products, end of life products and training programs into HPRO service centers, external service center and distributors.


Job Responsibilities:

  • Engages with Engineering team identifying new products in the plan and expected timing of product launch.
  • Coordinate with his team to provide guidance to Engineering NPI team on product serviceability (design for serviceability)
  • Work with this team to identify potential failure modes in the new products, provide feedback and prepare the customer service operations to support the customers
  • Coordinate required prototypes for debugging, understanding and training activities
  • Define the critical spare parts to be created in the system for the new products, and coordinate the initial Min-max levels
  • Coordinates the creation of spare parts for the NPI products in the PLC and ERP systems.
  • Coordinate with procurement and sourcing to have inventory available of spare parts before product launch
  • Coordinates the creation of service documentation for the new product introduction ahead of product launch
  • Coordinates the generation of training requirements and plans for the different service centers (internal / external)
  • Coordinate with his team to create the training materials for the service centers on the new and current products. Creates capabilities to share training materials globally
  • Coordinate the end of life of spare parts for service, following the end of life for the finished products with a systematic approach in the MRP system
  • Creates key performance metrics for his area, and strive to exceed the targets
  • Coordinate the use of project management tools to achieve a successful conclusion on the NPI projects for customer service.
  • Drive improvement programs based on customer feedback / customer returns data with Quality and Engineering teams.
  • Participates in the certification program for service centers
  • Coordinates the repair validation programs in new products in the service centers
  • Identify and implement best practices in his area
  • Prioritize and assign projects, duties and tasks to cross-functional team members based on skills and abilities.
  • Strive and take actions that promote continuous improvement in department, company, and customer activities and interactions.
  • Track and report on critical case status, customer satisfaction, service trends, and other key performance metrics
  • Provide on-going communication with upper management and inter-departmental functions.
  • Assure all customers are serviced promptly, accurately, effectively, efficiently and in a professional manner.
  • Interface as required with customers and suppliers to resolve issues and ensure company goals can be met.
  • Maintain personal customer/distributor contacts interactively to build and keep a positive relationship between the company, the service departments, and the end users based on mutual respect and trust.
  • In cooperation with the Human Resource Department, administer HR policies and procedures within the department.
  • Professionally coach, counsel and develop department personnel.



Basic Qualifications:

  • A four-year technical degree is required, preferably BSME, BSEE, BSIE or equivalent.
  • Proficient in PC software such as MS Office for word processing, spreadsheets, presentations, databases and in writing reports to upper management.
  • High level of structure in defining, implementing and monitoring processes
  • Must have a high level of sense of urgency and drive the business with data
  • Experience with PLC and ERP Business Management software, preferably SAP.
  • While performing the duties of this job, the employee is regularly required to use hands to touch and handle objects, tools, and controls and also to talk and hear.  The employee frequently is required to sit, stand and walk and reach with hands and arms.
  • Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.
  • The noise level in the work environment is usually quiet and within OSHA's standard requirements.
  • The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Preferred Qualifications:

  • 3+ years of experience in Project Management activities
  • Experience with customer service activities desired
  • Experience in developing processes and procedures
  • Strong problem solving skills
  • Effectively present information and respond to questions from groups of managers, clients, customers, and the public.
  • Interpersonal, leadership and communication skills gained through a progressive career path including cross-functional interactions
  • Drives positive change and continuous improvement, and accepts responsibility


Preferred Qualifications & Desired Competencies:

Results-Driven:  Having a proactive, goal oriented approach to decision making.

  • Clear and strategic thinker; proven experience in translating strategies into actionable plans
  • Capable of handling multiple projects / initiatives simultaneously and executing to completion
  • Responsible for projects that have hard deadlines that must be met.


Team Player: Having respect for colleagues; leading teams with clarity and accountability.

  • Proven team player with excellent communication and interpersonal skills who can effectively work with all levels of a global matrixed organization


Change Orientation:  Able to adapt to changing demands and conditions.

  • Act as a Change Management expert and enabler on various projects and programs across the business


Customer Focus:  Providing exceptional service and quality to external and internal customer.

  • Must treat all customers with utmost respect, understanding that they have different needs.
  • Develop relationships with other departments based on honest communication, mutual respect and teamwork.


Self-Awareness:  Accepting responsibility for personal development and actions.

  • Have clear objectives and strives to exceed them
  • Takes ownership for personal career and skill development


Eligibility Requirements:

  • Willingness to travel 20% of the time
  • Willingness to work in an office in Richardson, TX
  • HARMAN will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen.

HARMAN ( designs and engineers connected products and solutions for automakers, consumers, and enterprises worldwide, including connected car systems, audio and visual products, enterprise automation solutions; and services supporting the Internet of Things.  With leading brands including AKG®, Harman Kardon®, Infinity®, JBL®, Lexicon®, Mark Levinson® and Revel®, HARMAN is admired by audiophiles, musicians and the entertainment venues where they perform around the world. More than 25 million automobiles on the road today are equipped with HARMAN audio and connected car systems. Our software services power billions of mobile devices and systems that are connected, integrated and secure across all platforms, from work and home to car and mobile. HARMAN has a workforce of approximately 30,000 people across the Americas, Europe, and Asia. In March 2017, HARMAN became a wholly-owned subsidiary of Samsung Electronics. HARMAN is an Equal Opportunity /Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or Protected Veterans status.  HARMAN offers a great work environment, challenging career opportunities, professional training and competitive compensation. Looking for a challenge where your experience is valued? Come see what you can achieve as a leader with HARMAN!  (

Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth

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