layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

Authorized Service Agents (ASA) Manager at Marmon | LAYIQ

1. ASA Strategy & Field Governance
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
2. Field Execution Quality & First-Time Fix
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
3. Certification, Capability & Training Alignment
Enforce certification requirements by product, complexity level, and customer segment
Ensure ASAs are deployed only within their certified scope of capability
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
4. 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
5. 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
6. 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
7. Cross-Functional Collaboration
Partner 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
8. 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
Key Decisions Owned
ASA certification standards and enforcement
ASA performance management, remediation, and decertification decisions
Field execution quality standards and expectations
Deployment rules (who performs work based on capability and certification)
ASA governance model and performance frameworks
Escalation of systemic field execution issues and capability gaps
Measures of Success
ASA First-Time Fix Rate: High percentage of issues resolved in a single visit
ASA Execution Quality: Reduction in execution errors and rework
ASA Return Visit Rate: Reduction in repeat visits within defined timeframes
Certification Compliance: Work performed within certified scope across all ASAs
Warranty Documentation Compliance: Accurate, complete documentation on first submission
Dispatch Effectiveness: Reduction in unnecessary dispatch without impacting uptime
Cost to Serve (Field Component): Improved cost efficiency through reduced repeat work and better execution
Customer Outcomes: Improved uptime, reduced repeat issues, and lower customer effort

Authorized Service Agents (ASA) Manager

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