Authorized Service Agents (ASA) Manager
Core
Governing and improving field service execution through a network of certified service partners to ensure first-time fixes, reduce repeat visits, and maintain brand integrity.
Role type
Manager of Authorized Service Agents (ASA)
Builds
A scalable, data-informed aftermarket service delivery model for foodservice equipment.
Domain
Industrial manufacturing / Foodservice equipment / Aftermarket services
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Strategic planning, governance and compliance enforcement, performance management, audit and quality assurance, cross-functional collaboration, data analysis, process improvement, stakeholder management, change management
Preferred skills
Experience in field service operations, knowledge of warranty and diagnostic frameworks, ability to manage partner networks, expertise in cost reduction strategies
Technologies
Service management systems, diagnostic tools, performance scorecards, data analytics platforms
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
Manager, strategic oversight & operational governance
