Supervisor, NPI Service

Introduction We’re a global, multi-disciplinary team that puts the innovative power of technology to work and transforms tomorrow. As a member of HARMAN Lifestyle, you connect consumers with superior sound. 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 internal and external service centers. What You Will Do Partner with NPI, Engineering, and Program teams to align service readiness with launch timelines and technical requirements. Provide design-for-serviceability input and identify early failure modes, contributing to more reliable product deployments. Conduct prototype evaluations, validate product performance, and develop 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‑driven 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 or Master’s 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. This hybrid role requires commuting to our Richardson office as needed. Successfully complete a background investigation and drug screen as a condition of employment (post‑offer). Compensation $78,750 - $115,500. Dependent on the position offered, other forms of compensation are also available, such as bonuses or commission. Pay is based on a wide range of factors, including skill set, experience, training, location, and business need. While the above range is a reasonable estimate of the wage range for this position, it has not been adjusted for the applicable geographical differential associated with the location where the position may be filled. Benefits (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. Equal Employment Opportunity & Accommodation HARMAN is proud to be an Equal Opportunity employer. HARMAN strives to hire the best qualified candidates and is committed to building a workforce that reflects the diverse marketplaces and communities of our global colleagues and customers. 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. HARMAN attracts, hires, and develops employees based on merit, qualifications and job‑related performance. HARMAN is committed to providing reasonable accommodations to applicants with disabilities. If you need assistance or an accommodation during the application process, please contact us at View email address on click.appcast.io. Requests will be considered on a case‑by‑case basis in accordance with applicable law. #J-18808-Ljbffr Harman