Manager of National Services
Marmon Holdings · Brooklyn Park, Minnesota, United States
Marmon Foodservice Technologies, Inc.
As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.
Though you may not know us by name, you’ve most likely enjoyed meals and refreshments supported by our industry-leading brand portfolio. For decades, we’ve designed and manufactured foodservice equipment for some of the world’s biggest, most recognized consumer brands.
We are driven to innovate with a clear purpose in mind: revolutionizing the future of foodservice. Guided by our commitment to Doing Things That Matter, Leading at Every Level, and Winning a Better Way, we focus on delivering meaningful impact for our customers, our communities, and each other.
The Manager of National Services ensures National Service operations and Aftermarket readiness capabilities function as one disciplined, scalable system. The role creates value by strengthening dispatch and warranty governance, improving field-service execution, developing team capability, and establishing the standards and oversight required to support successful product introductions.
Through strong operational leadership, clear decision rights, and cross-functional coordination, this role improves service quality and cost performance while ensuring readiness risks are visible, owned, and addressed at the appropriate level.
Role Summary
The Manager of National Services is responsible for leading National Service operations and providing leadership and governance across service-readiness capabilities. The role is accountable for the performance, effectiveness, and continuous improvement of dispatch, warranty, claims, and readiness functions, ensuring service operations are disciplined, scalable, and aligned with customer and business needs.
This role establishes operating standards, performance expectations, and readiness governance while leading and developing the team responsible for day-to-day National Service execution and new product service readiness. The Manager ensures clear accountability across functions, monitors operational and readiness performance, removes systemic barriers, and escalates material risks that could impact service execution, product launches, customer experience, or cost-to-serve.
Working cross-functionally with Product, Engineering, Technical Training, Customer Support, and Field Service, the Manager ensures that National Service and Aftermarket Readiness operate as an integrated capability while maintaining clear functional ownership and decision rights.
Key Responsibilities
1. National Service Operations Leadership
- Lead National Service operations across dispatch, warranty, claims, and service-readiness functions.
- Establish clear priorities, operating expectations, performance standards, and accountability across the team.
- Ensure consistent, efficient execution of service requests, warranty processes, and field-service coordination.
- Maintain visibility to operational performance, capacity, service quality, and cost-to-serve.
- Address systemic performance gaps and ensure corrective actions are implemented and sustained.
2. Dispatch, Warranty & Field Execution Governance
- Establish governance and performance expectations for dispatch and warranty operations.
- Ensure dispatch practices reinforce diagnostic validation, customer need, and appropriate cost-to-serve.
- Ensure consistent application of warranty policies, approval practices, and escalation processes.
- Monitor trends in dispatch accuracy, repeat service activity, warranty performance, and service outcomes.
- Drive improvements that strengthen field execution and reduce avoidable service demand.
3. Aftermarket Readiness Governance
- Establish and maintain the overall service-readiness framework for new product introductions.
- Provide leadership and oversight to NPD Readiness Leads while maintaining clear product-level ownership within those roles.
- Ensure readiness standards address diagnostics, documentation, training alignment, field capability, and support preparedness.
- Review readiness status, material risks, and organizational dependencies across upcoming product launches.
- Escalate significant readiness risks and organizational barriers requiring broader leadership action.
- Ensure lessons learned from launches are incorporated into future readiness standards and processes.
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4. Team Leadership & Capability Development
- Lead, coach, and develop the National Service and readiness organization.
- Establish clear role expectations, decision rights, and accountability across National Service and readiness functions.
- Assess capability and resource needs against evolving business requirements.
- Build organizational capability through performance management, development, succession planning, and targeted skill development.
- Ensure the organization has the capabilities required to support ongoing service operations and future product introductions.
5. Cross-Functional Service & Readiness Leadership
- Provide manager-level alignment across Engineering, Product, Customer Support, Technical Training, Field Service, and other Aftermarket functions.
- Establish clear accountability and escalation pathways for issues crossing functional boundaries.
- Ensure product, diagnostic, field, training, and service capabilities remain aligned with operational requirements.
- Remove systemic barriers affecting service execution or readiness.
- Represent National Service and readiness requirements in broader Aftermarket and cross-functional business discussions.
6. ASA & Field-Service Partnership
- Partner with the ASA Manager to ensure field capability aligns with National Service requirements.
- Review relevant service-quality, responsiveness, coverage, and cost-performance trends.
- Collaborate on opportunities to strengthen service execution and field capability.
- Ensure accurate information, diagnostics, and service requirements are available to support effective field execution.
7. Performance Management & Business Outcomes
- Establish and monitor performance measures across National Service and service readiness.
- Use operational data to identify trends, risks, capability gaps, and improvement opportunities.
- Hold the organization accountable for measurable improvements in service performance, quality, efficiency, and readiness.
- Translate performance insights into clear priorities and corrective actions.
- Provide leadership visibility to material risks, trends, and business impacts.
8. Demand, Cost & Continuous Improvement
- Identify systemic opportunities to reduce repeat demand, improve service efficiency, and optimize cost-to-serve.
- Use dispatch, warranty, field-service, and readiness insights to identify root causes and improvement priorities.
- Sponsor improvements to workflows, operating processes, standards, and service models.
- Partner with appropriate functions to address product, process, training, technology, and capability gaps.
- Ensure National Service processes can scale as business and installed-base requirements evolve.
Manager / NPD Readiness Lead Accountability Boundary
Manager Accountability
- Owns the National Service and readiness operating system, governance, capability, performance, and business outcomes.
- Sets standards, performance expectations, decision rights, and readiness governance.
- Reviews portfolio-level readiness, removes systemic barriers, and escalates material enterprise risks.
- Holds the team accountable for execution and sustained performance.
NPD Readiness Lead Accountability
- Owns product-level service readiness and launch execution for assigned new product introductions.
- Applies readiness standar