Authorized Service Agents; ASA Manager

Authorized Service Agents (ASA) Manager

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

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 time frames
• 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

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

Benefits

• 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