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