Senior Service Readiness Specialist

Monroe Consulting Group; Malaysia; On-site; MYR 150,000 - 210,000; Full time

Job summary

Monroe Consulting Group, a leading executive recruitment firm, partners with a top Consumer sector organisation in Johor, Malaysia, to hire a Senior Service Readiness Specialist. This role leads global service readiness for new product introductions and major product changes, ensuring readiness from Day One.

You will drive cross-functional governance, coordinate service parts, manuals, diagnostics tools, and training, and ensure readiness deliverables meet global and regional requirements, while

Qualifications

• Experience in service readiness, service engineering, or after-sales operations.
• Experience leading cross-functional programmes within engineering/manufacturing.
• Experience supporting product launches and lifecycle management.
• Experience managing risks and milestones in fast-paced environments.

Responsibilities

• Lead end-to-end service readiness activities for new product introductions and changes.
• Define and govern service readiness plans, milestones, deliverables, and success criteria.
• Ensure readiness is achieved before product launch and deployment.
• Act as primary contact for service readiness across cross-functional programmes.
• Partner with Product Development, Manufacturing and Service Design to represent readiness requirements.
• Drive readiness reviews and sign-offs prior to launch.
• Coordinate service parts, repair procedures, manuals, docs, tools and training materials.
• Monitor launch performance and drive lessons learned for future launches.

Skills

Cross-functional leadership

Programme management

Stakeholder management

Data-driven decisions

Risk management

Communication

Change management

Tools

Power BI

Tableau

SAP

Teamcenter

Job description

Monroe Consulting Group, an Executive Recruitment firm, is partnering with a leading organisation in the Consumer industry to hire a Senior Service Readiness Specialist. This opportunity is based in Johor, Malaysia.

Position Overview

This role will lead global service readiness activities for new product introductions and major product changes, ensuring products are fully prepared for service deployment at launch and throughout their life cycle. They will drive cross-functional alignment, governance, and operational readiness to ensure products are serviceable, supportable, and scalable across global markets from Day One.

Key Responsibilities

1. 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.

2. New Product Introduction (NPI) Support

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

3. 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.

4. 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.

5. 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.

6. 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.

7. 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.

Key Requirements

Qualifications & Experience

• Experience in service readiness, service engineering, after sales operations, product support, NPI, or manufacturing engineering.
• Experience leading complex cross-functional programmes within engineering or manufacturing environments.
• Experience supporting product launches and life cycle management activities.
• Proven ability to manage multiple stakeholders and programme deliverables simultaneously.
• Experience managing risks, dependencies, and readiness milestones in fast-paced environments.
• Consumer electronics, appliance, automotive, medical device, or advanced manufacturing experience.
• Experience working with JDM partners, ODMs, or global manufacturing environments.

Technical / Functional Expertise

• Experience with service parts management, MPLs, BOMs, or product configuration management.
• Familiarity with PLM systems (e.g., Teamcenter), SAP, Power BI, Tableau, or similar platforms.
• Exposure to Design for Serviceability (DfS) or service design methodologies.
• Strong programme and project management skills.
• Risk identification and mitigation expertise.
• Data-driven decision making and analytical problem solving.

Soft Skills & Leadership Competencies

• Excellent stakeholder influencing and communication abilities.
• Strategic thinker with strong operational execution capability.
• Ability to operate effectively across global and multicultural teams.
• Strong organisational and prioritisation skills.
• Proven ability to lead cross-functional collaboration and governance activities across diverse stakeholder groups.