Authorized Service Agents (ASA) Manager

This position ensures field serviceoperatesas a disciplined high-quality extension of the Aftermarket Service Delivery Modeldelivering consistent first-time fix outcomes that protectcustomeruptime while controlling cost to serve.

This role creates value by enforcing certified capability standardized execution and diagnostic-driven field workeliminatingvariability 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 capabilityreducing repeat demand improving service quality and strengthening the closed-loop learning system across the entire aftermarket operation.

Role Summary

The Authorized Service Agents (ASA) Manageris responsible forgoverning 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 Modeldriving first-time fix reducing repeat visits and ensuring alignment with warranty diagnostics and service standards.

This leader ensures that Authorized Service Agentsoperatewithin defined certification diagnostic and policy frameworksbalancing customer uptime service quality and cost discipline. The ASA Manager protects brand integrity and scalability byeliminatingexecution variability enforcing accountability and ensuring field service reinforcesnotunderminesthe 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 Aftermarketnot 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

• Eliminatevariability 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 causenot symptomsto prevent repeat visits and repeat demand

• Monitor and improve first-time fix rates across all ASAs

• Identifyand 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:

• Identifyskill 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

• Identifyand 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 systemmaintaining:

• 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

• Continuouslyidentifyopportunities 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 definedtimeframes

• 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 withoutimpactinguptime

• 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

• Bachelors 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 whilemaintainingstrong 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

We support your well-being with comprehensive and easy-to-use benefits that youll 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 Marmons 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. Marmons 28000-plus team members are celebrating the companys 70th anniversary in 2023 and helping write the next chapter of Marmons story.