Authorized Service Agents (ASA) Manager

Marmon Food service 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 food service 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 food service. 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.

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.

• 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
• 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
• 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…