Authorized Service Agents (ASA) Manager

This position ensures field service operates as a disciplined, high-quality extension of the Aftermarket Service Delivery Model—delivering consistent, first-time fix outcomes that protect customer uptime while controlling cost to serve.

This role creates value by enforcing certified capability, standardized execution, and diagnostic-driven field work—eliminatingvariability, preventing repeat visits, and ensuring every dispatch reinforces (not undermines) end-to-end ownership and customer experience.

Through strong governance, performance management, and cross-functional alignment with Support, Warranty, Training, and Engineering, the ASA Manager converts field execution into a scalable, data-informed capability—reducing repeat demand, improving service quality, and strengthening the closed-loop learning system across the entire aftermarket operation.

Role Summary

The Authorized Service Agents (ASA) Manageris responsible forgoverning, enabling, and continuously improving field service execution through a network of certified service partners. This role ensures that field work is delivered as a controlled, high-quality extension of the Aftermarket Service Delivery Model—driving first-time fix, reducing repeat visits, and ensuring alignment with warranty, diagnostics, and service standards.

This leader ensures that Authorized Service Agentsoperatewithin defined certification, diagnostic, and policy frameworks—balancing customer uptime, service quality, and cost discipline. The ASA Manager protects brand integrity and scalability byeliminatingexecution variability, enforcing accountability, and ensuring field service reinforces—notundermines—the end-to-end service system.

Key Responsibilities

1. ASA Strategy & Field Governance

Own the ASA operating model, ensuring field service acts as an integrated extension of Aftermarket—not a standalone function

Define and enforce governance standards for ASA execution, certification, and performance

Establish clear expectations for service quality, ownership, and compliance across all ASA partners

Design a scalable ASA model that supports growth in installed base, product complexity, and service demand

Eliminatevariability in field execution by standardizing processes, repair expectations, and workflows

Perform audits, onsite visits, and relationship build meetings with ASA partners

2. Field Execution Quality & First-Time Fix

Ensure ASAs complete repairs right the first time, aligned to approved diagnostics and repair procedures

Validate that repairs address root cause—not symptoms—to prevent repeat visits and repeat demand

Monitor and improve first-time fix rates across all ASAs

Identifyand address common failure modes, execution errors, and rework drivers

Establish feedback loops into Support, Training, Warranty, and Engineering to improve diagnostics and execution

3. Certification, Capability & Training Alignment

Enforce certification requirements by product, complexity level, and customer segment

Ensure ASAs are deployed only within their certified scope of capability

Partner with Technical Training to:

Identifyskill gaps and recurring capability deficiencies

Define recertification needs and ongoing skill development

Align training investments to real service demand and failure patterns

Monitor certification compliance and drive adherence across all partners

4. Warranty Alignment & Cost Discipline

Ensure all field repairs align with warranty policies, authorization thresholds, and service standards

Partner with Warranty & National Services to enforce diagnostic validation prior to dispatch

Monitor warranty-related execution quality, including:

Documentation accuracy

Repair alignment to approved paths

Proper part usage and claim justification

Identifyand reduce warranty leakage, unnecessary dispatch, and avoidable cost drivers

5. Performance Management & Accountability

Develop and manage ASA performance scorecards, including:

First-Time Fix Rate

Execution Quality / Error Rate

Repeat Visit Rate

Certification Compliance

Warranty Documentation Compliance

Establish clear performance expectations, review cadence, and accountability mechanisms

Develop and perform an audit process for our ASAs

Lead corrective actions for underperforming ASAs, including coaching, remediation, or decertification

Ensure consistent application of standards regardless of geography or customer

6. Dispatch & Service Delivery Model Alignment

Ensure ASA execution aligns with dispatch decision frameworks and diagnostics-first principles

Reinforce diagnose-before-dispatch discipline to prevent unnecessary field activity

Ensure ASAs operate within the broader service system,maintaining:

Clear ownership

Minimal handoffs

Consistent workflows

Partner with Support and Dispatch teams to ensure seamless transition from remote diagnosis to field execution

7. Cross-Functional Collaboration

Partner with:

Warranty & National Services

Technical Training

Customer Support / Case Ownership

Engineering / Product Teams

Technology & Data Analytics

Translate field execution insights into actionable improvements across:

Diagnostics and troubleshooting processes

Training content and certification standards

Warranty and dispatch policies

Ensure alignment between field execution and upstream functions to drive a closed-loop improvement system

8. Scalability & Continuous Improvement

Design field service processes that scale with:

Installed base growth

Increased service volume

Product complexity

Continuouslyidentifyopportunities to:

Reduce repeat visits and field rework

Improve repair quality and consistency

Lower cost to serve without degrading customer outcomes

Prevent field service from becoming a bottleneck to customer experience, speed, or cost efficiency

Key Decisions Owned

ASA certification standards and enforcement

ASA performance management, remediation, and decertification decisions

Field execution quality standards and expectations

Deployment rules (who performs work based on capability and certification)

ASA governance model and performance frameworks

Escalation of systemic field execution issues and capability gaps

Measures of Success

ASA First-Time Fix Rate:High percentage of issues resolved in a single visit

ASA Execution Quality:Reduction in execution errors and rework

ASA Return Visit Rate:Reduction in repeat visits within definedtimeframes

Certification Compliance:Work performed within certified scope across all ASAs

Warranty Documentation Compliance:Accurate, complete documentation on first submission

Dispatch Effectiveness:Reduction in unnecessary dispatch withoutimpactinguptime

Cost to Serve (Field Component):Improved cost efficiency through reduced repeat work and better execution

Customer Outcomes:Improved uptime, reduced repeat issues, and lower customer effort

Qualifications & Experience

Bachelor’s degree in Business, Operations, Engineering, or related field (or equivalent experience)

7+ years of experience in field service, aftermarket operations, or service delivery leadership

Experience managing third-party service networks or authorized service providers

Strong understanding of:

Field service operations and dispatch models

Warranty processes and cost management

Technical troubleshooting and repair workflows

Experience working cross-functionally with Support, Training, Warranty, and Engineering teams

Proven experience improving service quality, first-time fix, and operational efficiency

Key Skills & Competencies

Strong operational leadership and field service governance mindset

Data-driven decision-making and performance management

Systems thinking (understanding of end-to-end service lifecycle)

Ability to enforce standards whilemaintainingstrong partner relationships

Root cause problem solving and continuous improvement orientation

Strong communication, influence, and cross-functional collaboration skills

Change management and accountability leadership

Nice-to-Have / Future-Focused Capabilities

Experience with ASA or contractor certification models

Familiarity with service diagnostics platforms and guided workflows

Exposure to KPI dashboards and performance analytics tools

Lean / Six Sigma or process improvement methodologies

Experience supporting equipment-based or installed-base service businesses

Travel Expectations

25-30% for customer and ASA partnership visits and audits.

Benefits

We support your well-being with comprehensive and easy-to-use benefits that you’ll be eligible to enroll in on your first day of employment. Here are some of the highlights:

Medical, Dental, Vision, and Prescription Drug insurance plans

Access to a Health Advocate who is an expert in Marmon’s health plan and can help you select the best health benefits for you and your family

Tax advantaged spending accounts for health and dependent care expenses

Wellness programs and resources including Telehealth, Mental Health, Fitness, and Family Planning

Generous paid time off for personal use, holidays, and parental leave

Company-sponsored life insurance

401(k) with fully vested company match; Marmon may also make an additional annual discretionary contribution to your account, whether or not you contribute on your own

Financial and retirement advising

About Marmon Holdings

Marmon Holdings, Inc., a Berkshire Hathaway company, comprises 11 groups and more than 100 autonomous businesses with total annual revenue of $10 billion. Marmon’s 28,000-plus team members are celebrating the company's 70th anniversary in 2023 and helping write the next chapter of Marmon's story.

Pay Range:

100,000.00 - 150,000.00

We offer a comprehensive benefits package that may include medical, dental, vision, 401k matching, and more!

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to careers@marmon.com, and please be sure to include the title and the location of the position for which you are applying.