Program Manager - Authorized Service Provider (ASP)

Fluke Health Solutions · Fluke Biomedical Division · Authorized Service Provider (ASP) Program

Reports to: Global Service Sales Leader · Department: Global Service Sales

The ASP Program Manager owns the day-to-day health, growth, and performance governance of Fluke Health Solutions' global network of Authorized Service Providers (ASPs) — the third-party partners who deliver calibration, repair, and preventive maintenance service on Fluke Biomedical equipment outside of Fluke's direct service footprint.

This role is responsible for the full partner lifecycle: identifying and prioritizing new markets, qualifying and onboarding new ASPs, managing royalty and product-tier authorization structures, and running the ongoing quarterly/annual performance cadence that keeps the existing network reliable, compliant, and financially sound. The role blends program management, partner relationship management, and data-driven decision-making, and is measured on ASP network revenue growth, service quality/SLA compliance, and royalty revenue integrity.

• 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

• 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 — medical device, biomedical, or technical equipment industry strongly preferred

• 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; 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

Originally posted on Himalayas