Supervisor, NPI Service

A Career at HARMAN

As a technology leader that is rapidly on the move, HARMAN is filled with people who are focused on making life better. Innovation, inclusivity and teamwork are a part of our DNA. When you add that to the challenges we take on and solve together, you'll discover that at HARMAN you can grow, make a difference and be proud of the work you do every day.

Introduction: A Career at HARMAN Lifestyle

We're a global, multi-disciplinary team that's putting the innovative power of technology to work and transforming tomorrow. As a member of HARMAN Lifestyle, you connect consumers with the power of superior sound.

• Contribute your talents to high-end, esteemed brands like JBL, Mark Levinson, Revel, Denon, and Bowers & Wilkins
• Unite your passion for audio innovation with high-tech product development
• Create pitch-perfect, cutting-edge technology that elevates the listening experience

About the Role

The Service NPI Engineer supports new product introductions and end of life activities within Customer Service. This role ensures service readiness by coordinating spare parts, developing service documentation, leading training programs, and partnering closely with Engineering, Quality, Procurement, and external and internal service centers.

What You Will Do

• Partner with NPI, Engineering, and Program teams to align service readiness with product launch timelines and technical requirements.
• Provide design-for-serviceability input and identified early failure modes, contributing to more reliable product deployments.
• Conduct prototype evaluations, validated product performance, and developed technical training content for internal and external service partners.
• Build initial spare-part structures in PDM and ERP systems (SAP), including critical part definitions, min/max levels, and lifecycle triggers.
• Ensure spare-part availability by collaborating with Procurement and Sourcing during pre-launch supply chain planning.
• Author service documentation, troubleshooting workflows, and repair guides for new hardware platforms.
• Manage spare-part end-of-life activities, ensuring alignment with finished-good lifecycle strategies.
• Leverage project management tools to meet NPI deadlines, deliverables, and cross-functional commitments.
• Lead service improvement initiatives using customer returns data, field performance metrics, and voice-of-customer insights.
• Support global service-center certification programs and evaluate the effectiveness of technical training.
• Monitor key operational KPIs, including service trends, customer satisfaction, and critical case resolution.
• Build long-term relationships with customers, distributors, and service partners to enhance service quality and customer experience.

What You Need to Be Successful

• Experience in Microsoft Office Suite
• Minimum 3+ years of Experience
• Strong technical background in product design or development, with experience in NPI processes.
• Knowledge of serviceability engineering, service parts management, or hardware support engineering.
• Experience with circuit board fundamentals, digital signal processing (DSP), acoustics, product debugging and repair
• Knowledge of service procedures, training guides, troubleshooting workflows, and project management platforms
• Cross functional communication and collaboration
• Root cause analysis and structured problem solving through data decision making
• Process development and continuous improvement
• Training delivery and technical enablement
• Hardware lifecycle and service readiness planning

Bonus Points if You Have

• Bachelor's / MSc degree in engineering or equivalent experience
• Experience working with ERP systems, product data management, and product lifecycle management
• Experience with CAD tools such as SolidWorks or similar platforms.

What Makes You Eligible

• You are willing to travel, up to 20%, if necessary.
• Ideally, you live near Richardson, Texas. Because this is a hybrid role, commuting to our Richardson office will be required as necessary.

• Successfully complete a background investigation and drug screen as a condition of employment (post-offer).

What We Offer

• Flexible work environment, allowing for full-time remote work globally for positions that can be performed outside a HARMAN or customer location
• Access to employee discounts on world-class products (JBL, HARMAN Kardon, AKG, and more)
• Extensive training opportunities through our own HARMAN University
• Competitive wellness benefits
• Tuition reimbursement
• "Be Brilliant" employee recognition and rewards program
• An inclusive and diverse work environment that fosters and encourages professional and personal development

#NP1

Salary Ranges:

$ 78,750 - $ 115,500

HARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.