Senior Service Readiness Specialist

About us

The Senior Service Readiness Specialist is responsible for leading service readiness activities across new product introductions (NPI) and major product changes, ensuring Dyson products are fully prepared for global service deployment at launch and throughout the product lifecycle. 

About the role

Working across Engineering, Manufacturing, Supply Chain, Quality, Service Operations, Commercial, and Market teams, the role acts as the central coordinator for service readiness, ensuring that service parts, technical documentation, repair procedures, training, tooling, diagnostics, and support processes are delivered on time and to the required quality standards. 

The role provides governance, risk management, and cross-functional leadership to ensure products are serviceable, supportable, and scalable in market from Day One, while driving continuous improvement of global service readiness processes and capabilities. 

Service Readiness Leadership 

• Lead end-to-end service readiness activities for new product introductions and significant product changes. 

• Define, maintain, and govern service readiness plans, milestones, deliverables, and success criteria. 

• Ensure all service readiness requirements are achieved before product launch and market deployment. 

• Act as the primary point of contact for service readiness across cross-functional programmes. 

New Product Introduction (NPI) Support 

• Partner with Product Development, Manufacturing, and Service Design teams throughout the development lifecycle. 

• Ensure service requirements are represented during product development, validation, and launch planning activities. 

• Support Design for Serviceability (DfS) objectives by identifying service risks and opportunities early in development. 

• Drive readiness reviews and formal service sign-off processes prior to launch. 

Service Operations Readiness 

• Coordinate readiness of:  

• Service parts and assemblies 

• Repair procedures and service manuals 

• Technical documentation 

• Diagnostic tools and software 

• Service tooling and equipment 

• Service training materials 

• Customer support knowledge content 

• Ensure readiness deliverables are aligned with global and regional service requirements. 

Risk Management & Governance 

• Identify, assess, and mitigate service readiness risks and launch blockers. 

• Maintain readiness dashboards, programme trackers, and executive reporting. 

• Escalate issues, dependencies, and resource constraints to programme leadership. 

• Drive resolution of readiness gaps through cross-functional action plans. 

Cross-Functional Stakeholder Management 

• Build strong partnerships across:  

• Product Engineering 

• Manufacturing Engineering 

• Supply Chain 

• Procurement 

• Quality & Reliability 

• Customer Service 

• Refurbishment Operations 

• Regional Market Teams 

• Facilitate readiness reviews, launch forums, and programme governance meetings. 

Service Readiness Process Excellence 

• Develop and continuously improve service readiness methodologies, templates, and governance frameworks. 

• Drive standardisation of readiness processes across categories, regions, and delivery teams. 

• Support digitalisation initiatives that improve readiness visibility, reporting, and execution efficiency. 

• Promote best practice sharing across the global service organisation. 

Post-Launch Support 

• Monitor service readiness performance following launch. 

• Analyse launch issues, field feedback, and service performance metrics. 

• Lead lessons-learned reviews and implement corrective actions to improve future launches. 

• Support major sustaining engineering changes that require service readiness activities. 

About you

Essential Experience 

• Experience in service readiness, service engineering, aftersales operations, product support, NPI, or manufacturing engineering. 

• Experience leading complex cross-functional programmes within engineering or manufacturing environments. 

• Experience supporting product launches and lifecycle management activities. 

• Proven ability to manage multiple stakeholders and programme deliverables simultaneously. 

• Experience managing risks, dependencies, and readiness milestones in fast-paced environments. 

Preferred Experience 

• Consumer electronics, appliance, automotive, medical device, or advanced manufacturing experience. 

• Experience with service parts management, MPLs, BOMs, or product configuration management. 

• Experience working with JDM partners, ODMs, or global manufacturing environments. 

• Familiarity with PLM systems (e.g., Teamcenter), SAP, Power BI, Tableau, or similar platforms. 

• Exposure to Design for Serviceability (DfS) or service design methodologies. 

Core Capabilities 

• Strong programme and project management skills. 

• Excellent stakeholder influencing and communication abilities. 

• Strategic thinker with strong operational execution capability. 

• Risk identification and mitigation expertise. 

• Data-driven decision making and analytical problem solving. 

• Ability to operate effectively across global and multicultural teams. 

• Strong organisational and prioritisation skills. 

What Good Looks Like 

• Service readiness requirements are achieved ahead of launch milestones. 

• Market, repair network, and customer support teams are fully prepared before product release. 

• Service-related launch risks are effectively identified and mitigated. 

• Product launches achieve high levels of service readiness with minimal post-launch disruption. 

• Readiness governance provides accurate visibility and proactive decision-making. 

• Continuous improvements are implemented that reduce launch risk, improve efficiency, and enhance customer experience.