Program Manager - Authorized Service Provider (ASP)

Summary

Advanced Sterilization Products, within Fluke Health Solutions and the Fluke Biomedical Division, is seeking an ASP Program Manager to oversee the health, growth, and performance governance of its global network of Authorized Service Providers. The role manages the full partner lifecycle, including market evaluation, qualification, onboarding, authorization structures, performance reviews, service quality, and financial integrity.

Responsibilities

• Own the ASP performance assessment cadence (quarterly, annual, and trigger-based) as defined in the ASP Assessment Standard Work
• Evaluate and prioritize new ASP markets using country-level revenue/opportunity modeling (install base, net incremental revenue, cannibalization risk)
• Score and qualify new ASP candidates against the standard qualification scorecard and Phase 1 audit checklist
• Manage royalty structure selection and reconciliation across the existing ASP portfolio
• Own product tier authorization decisions (which service categories each ASP is certified to perform) and reassess at each quarterly review
• Monitor SLA/turnaround-time performance and loaner pool health across all Tier 2/3 escalations
• Maintain and report on the ASP KPI dashboard (service volume, revenue vs. plan, customer satisfaction, certification status)
• Lead or coordinate process-improvement initiatives affecting the ASP network (e.g., contract renewal process, onboarding workflow)
• Serve as the primary relationship owner for escalated ASP or end-customer issues involving ASP-delivered service

Skills

• Bachelor's degree in Business, Engineering, Life Sciences, or a related field, or equivalent professional experience
• 3-5+ years of experience in channel/partner management, service operations, or program management
• Demonstrated experience managing partner performance against SLAs, KPIs, or contractual scorecards
• Strong financial/analytical skills — comfortable building and interpreting revenue models, royalty structures, and ROI/breakeven analysis
• Excellent relationship management and cross-cultural communication skills, given the global and multi-region nature of the ASP network
• Proficiency with Excel/spreadsheet-based analysis tools
• Medical device, biomedical, or technical equipment industry strongly preferred
• Experience with CRM or partner management platforms a plus
• Experience with biomedical test equipment, calibration standards (ISO 17025), or quality systems (ISO 9001/13485)
• Experience running or participating in Kaizen / continuous-improvement events
• Prior experience managing international distributor, dealer, or service-partner networks
• Familiarity with royalty or licensing-based partner compensation models

Qualifications

Must Haves

• Bachelor's degree in Business, Engineering, Life Sciences, or a related field, or equivalent professional experience
• 3-5+ years of experience in channel/partner management, service operations, or program management
• Demonstrated experience managing partner performance against SLAs, KPIs, or contractual scorecards
• Strong financial/analytical skills — comfortable building and interpreting revenue models, royalty structures, and ROI/breakeven analysis
• Excellent relationship management and cross-cultural communication skills, given the global and multi-region nature of the ASP network
• Proficiency with Excel/spreadsheet-based analysis tools

Nice to Haves

• medical device, biomedical, or technical equipment industry strongly preferred
• experience with CRM or partner management platforms a plus
• Experience with biomedical test equipment, calibration standards (ISO 17025), or quality systems (ISO 9001/13485)
• Experience running or participating in Kaizen / continuous-improvement events
• Prior experience managing international distributor, dealer, or service-partner networks
• Familiarity with royalty or licensing-based partner compensation models