Authorized Service Agents (ASA) Manager

Marmon Foodservice Technologies, Inc.

As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway— you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.

Though you may not know us by name, you’ve most likely enjoyed meals and refreshments supported by our industry-leading brand portfolio. For decades, we’ve designed and manufactured foodservice equipment for some of the world’s biggest, most recognized consumer brands.

We are driven to innovate with a clear purpose in mind: revolutionizing the future of foodservice. Guided by our commitment to Doing Things That Matter, Leading at Every Level, and Winning a Better Way, we focus on delivering meaningful impact for our customers, our communities, and each other.

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—eliminating variability, 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) Manager is responsible for governing, 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 Agents operate within defined certification, diagnostic, and policy frameworks—balancing customer uptime, service quality, and cost discipline. The ASA Manager protects brand integrity and scalability by eliminating execution variability, enforcing accountability, and ensuring field service reinforces—not undermines —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

Eliminate variability 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

Identify and 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:

Identify skill 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

Identify and 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

Continuously identify opportunities 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 defined timeframes

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 without impacting uptime

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

Customer Outcomes: Improved uptime