Authorized Service Agents (ASA) Manager
Core
Governing, enabling, and continuously improving field service execution through a network of certified service partners to ensure high-quality, standardized repairs that protect customer uptime and control costs.
Role type
Senior management leader for Authorized Service Agents (ASA) network
Builds
A scalable, data-informed aftermarket service delivery model
Domain
Industrial foodservice equipment manufacturing and field service management
Required skills
Strategic planning, governance and compliance enforcement, performance management, audit and quality assurance, cross-functional collaboration, data-driven decision making, stakeholder management, process improvement, certification management, cost discipline
Preferred skills
Experience in industrial equipment service, network management, training program development
Technologies
Service management systems, performance scorecards, diagnostic tools
Responsibilities
Define and enforce governance standards for ASA execution and certification; Monitor and improve first-time fix rates across all ASAs; Partner with Technical Training to identify skill gaps and define recertification needs; Ensure all field repairs align with warranty policies and service standards; Develop and manage ASA performance scorecards and lead corrective actions for underperforming partners; Design field service processes that scale with installed base growth and product complexity.
Seniority
Senior, hands-on IC with strategic oversight