Authorized Service Agents (ASA) Manager

Authorized Service Agents (ASA) ManagerThe 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 ResponsibilitiesOwn the ASA operating model, ensuring field service acts as an integrated extension of Aftermarket—not a standalone functionDefine and enforce governance standards for ASA execution, certification, and performanceEstablish clear expectations for service quality, ownership, and compliance across all ASA partnersDesign a scalable ASA model that supports growth in installed base, product complexity, and service demandEliminate variability in field execution by standardizing processes, repair expectations, and workflowsPerform audits, onsite visits, and relationship build meetings with ASA partnersKey Decisions OwnedASA certification standards and enforcementASA performance management, remediation, and decertification decisionsField execution quality standards and expectationsDeployment rules (who performs work based on capability and certification)ASA governance model and performance frameworksEscalation of systemic field execution issues and capability gapsMeasures of SuccessASA First-Time Fix Rate: High percentage of issues resolved in a single visitASA Execution Quality: Reduction in execution errors and reworkASA Return Visit Rate: Reduction in repeat visits within defined timeframesCertification Compliance: Work performed within certified scope across all ASAsWarranty Documentation Compliance: Accurate, complete documentation on first submissionDispatch Effectiveness: Reduction in unnecessary dispatch without impacting uptimeCost to Serve (Field Component): Improved cost efficiency through reduced repeat work and better executionCustomer Outcomes: Improved uptime, reduced repeat issues, and lower customer effortQualifications & ExperienceBachelor's degree in Business, Operations, Engineering, or related field (or equivalent experience)7+ years of experience in field service, aftermarket operations, or service delivery leadershipExperience managing third-party service networks or authorized service providersStrong understanding of:Field service operations and dispatch modelsWarranty processes and cost managementTechnical troubleshooting and repair workflowsExperience working cross-functionally with Support, Training, Warranty, and Engineering teamsProven experience improving service quality, first-time fix, and operational efficiencyKey Skills & CompetenciesStrong operational leadership and field service governance mindsetData-driven decision-making and performance managementSystems thinking (understanding of end-to-end service lifecycle)Ability to enforce standards while maintaining strong partner relationshipsRoot cause problem solving and continuous improvement orientationStrong communication, influence, and cross-functional collaboration skillsChange management and accountability leadershipNice-to-Have / Future-Focused CapabilitiesExperience with ASA or contractor certification modelsFamiliarity with service diagnostics platforms and guided workflowsExposure to KPI dashboards and performance analytics toolsLean / Six Sigma or process improvement methodologiesExperience supporting equipment-based or installed-base service businessesTravel Expectations25-30% for customer and ASA partnership visits and audits.BenefitsMedical, Dental, Vision, and Prescription Drug insurance plansAccess 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 familyTax advantaged spending accounts for health and dependent care expensesWellness programs and resources including Telehealth, Mental Health, Fitness, and Family PlanningGenerous paid time off for personal use, holidays, and parental leaveCompany-sponsored life insurance401(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 ownFinancial and retirement advising