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
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
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
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
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
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
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
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
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, 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 while maintaining strong 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
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.