Authorized Service Agents (ASA) Manager

Role Summary

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.

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

• Ensure ASAs complete repairs right the first time, aligned to approved diagnostics and repair procedures

• Validate that repairs address root cause—not symptoms—to prevent repeat visits and repeat demand

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

• Identify and address common failure modes, execution errors, and rework drivers

• Establish feedback loops into Support, Training, Warranty, and Engineering to improve diagnostics and execution

• Certify, Capability & Training Alignment

• Enforce certification requirements by product, complexity level, and customer segment

• Partner with Technical Training to: Identify skill 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

• 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, Identify and reduce warranty leakage, unnecessary dispatch, and avoidable cost drivers

• 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

• 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 system, maintaining: Clear ownership, Minimal handoffs, Consistent workflows, Partner with Support and Dispatch teams to ensure seamless transition from remote diagnosis to field execution

• Collaborate 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

• Scalability & Continuous Improvement

• Design field service processes that scale with: Installed base growth, Increased service volume, Product complexity

• Continuously identify opportunities 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

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
• 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
• Leverage Lean / Six Sigma or process improvement methodologies