Authorized Service Agents (ASA) Manager

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.

Responsibilities

Own the ASA operating model and define governance standards; Ensure ASAs complete repairs right the first time and improve first-time fix rates; Enforce certification requirements and ensure ASAs deploy within certified scope; Partner with Technical Training to address skill gaps and recertification; Ensure field repairs align with warranty policies and reduce warranty leakage; Develop and manage ASA performance scorecards and lead corrective actions; Ensure ASA execution aligns with dispatch decision frameworks and diagnose-before-dispatch discipline; Partner cross-functionally with Warranty, Training, Support, Engineering, and Data Analytics; Translate field execution insights into actionable improvements; Design scalable field service processes and drive continuous improvement

Requirements

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; 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; Strong operational leadership and field service governance mindset; Data-driven decision-making and performance management; Systems thinking; 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

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

Benefits

Medical, Dental, Vision, and Prescription Drug insurance plans; Access to a Health Advocate; 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; Financial and retirement advising