Manager of National Services

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 standards and drives completion of diagnostics, documentation, training alignment, and field readiness.

• Determines product-level readiness status, identifies gaps, and escalates product-specific risks.

• Coordinates day-to-day cross-functional readiness activities and early-life support.

Key Decisions Owned

• National Service operating priorities and resource allocation.
• Dispatch and warranty governance within established company policies.
• Performance standards and corrective-action priorities.
• Readiness governance, standards, and organizational requirements.
• Escalation of material launch-readiness risks requiring leadership intervention.
• Prioritization of systemic improvements affecting service performance, field execution, cost, or readiness.
• Team capability, development priorities, and organizational effectiveness.

Measures of Success

Success in this role will be measured by the ability to deliver meaningful improvements across the following areas:

• Dispatch Accuracy: Reduce unnecessary or incorrect dispatch activity.
• Warranty Performance: Improve claim accuracy, policy adherence, and cost control.
• First-Time Resolution: Improve resolution outcomes across technical support and field service execution.
• Time to Restore Uptime: Enable faster, more effective restoration of customer equipment.
• Repeat Dispatch / Demand: Reduce repeat service activity and avoidable service demand.
• Escalation Effectiveness: Improve escalation quality, ownership, and resolution.
• Readiness Compliance: Consistently achieve defined service-readiness standards prior to launch.
• Early-Life Product Performance: Reduce readiness-related issues and accelerate stabilization following launch.
• Team Capability & Engagement: Strengthen role clarity, performance, development, and retention.
• Cost-to-Serve: Improve overall service efficiency and cost performance.

Qualifications & Experience

• Bachelor's degree or equivalent experience in a technical, operations, engineering, service, or related field.
• 8-12+ years of progressive experience in field service, National Service operations, warranty and dispatch management, technical support, product support, or related service environments.
• Demonstrated experience leading teams and managing operational performance.
• Experience establishing governance, performance standards, and continuous-improvement priorities.
• Experience working cross-functionally with Engineering, Product, Customer Support, Training, and Field Service.
• Experience supporting product launches, service readiness, or similar cross-functional implementation work is preferred.

Key Skills & Competencies

• Strong operational and people leadership in service and field environments.
• Deep understanding of dispatch, warranty, claims, and field-service dynamics.
• Systems thinking across product, service, capability, and customer outcomes.
• Performance management and data-driven decision making.
• Cross-functional leadership, influence, and stakeholder alignment.
• Clear decision-making, escalation, and risk-management capability.
• Organizational capability building, coaching, and talent development.
• Process improvement, cost management, and operational scalability mindset.
• Ability to translate strategic priorities into clear operating expectations and measurable outcomes.

Nice-to-Have / Future-Focused Capabilities

• Experience supporting NPD, product launch, or service-readiness programs.
• Familiarity with stage-gate or readiness-governance processes.
• Experience with warranty systems, service analytics, diagnostic tools, or call-routing technologies.
• Exposure to aftermarket or equipment-based service models.
• Lean, Six Sigma, or continuous-improvement experience.

Travel Expectations

• Approximately 25-30% travel to support leadership meetings, conventions, customer or supplier visits, field-service alignment, and product-readiness activities.

Benefits

We support your well-being with comprehensive and easy-to-use benefits that you’ll be eligible to enroll in on your first day of employment. Here are some of the highlights:

• Medical, Dental, Vision, and Prescription Drug insurance plans

• Access to a Health Advocate who is an expert in Marmon’s health plan and can help you select the best health benefits for you and your family

• 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; Marmon may also make an additional annual discretionary contribution to your account, whether or not you contribute on your own

• Financial and retirement advising

About Marmon Holdings

Marmon Holdings, Inc., a Berkshire Hathaway company, comprises 11 groups and more than 100 autonomous businesses with total annual revenue of $10 billion. Marmon’s 28,000-plus team members are celebrating the company's 70th anniversary in 2023 and helping write the next chapter of Marmon's story.

Pay Range:

74,400.00 - 111,600.00

We offer a comprehensive benefits package that may include medical, dental, vision, 401k matching, and more!

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [email protected], and please be sure to include the title and the location of the position for which you are applying.