Program Manager – Authorized Service Provider

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the ASP performance assessment schedule, which includes quarterly, annual, and trigger-based evaluations.

• Assess and prioritize new ASP markets utilizing country-level revenue and opportunity analysis.

• Evaluate and categorize new ASP candidates using the standardized qualification scorecard and Phase 1 audit checklist.

• Oversee the selection and reconciliation of royalty structures within the current ASP portfolio.

• Make decisions regarding product tier authorization and review them during each quarterly assessment.

• Track SLA and turnaround-time performance along with the health of the loaner pool across Tier 2/3 escalations.

• Maintain and provide reports on the ASP KPI dashboard, covering service volume, revenue against targets, customer satisfaction, and certification status.

• Lead or facilitate initiatives aimed at process improvements impacting the ASP network.

• Act as the primary contact for escalated ASP or end-customer concerns related to ASP-delivered services.

• Oversee the daily health, growth, and performance governance of Fluke Health Solutions' global Authorized Service Provider network.

• Identify and prioritize new markets, qualify and onboard ASPs, manage royalty and product-tier authorization frameworks, and oversee continuous performance governance.

• Report directly to the Global Service Sales Leader within Global Service Sales.

⛳️ Requirements

• Bachelor's degree in Business, Engineering, Life Sciences, or a related discipline, or equivalent professional experience.

• 3-5+ years of experience in channel/partner management, service operations, or program management.

• Experience in the medical device, biomedical, or technical equipment industry is highly preferred.

• Proven track record of managing partner performance in accordance with SLAs, KPIs, or contractual scorecards.

• Strong financial and analytical capabilities, including familiarity with revenue models, royalty structures, and ROI/breakeven analysis.

• Exceptional relationship management and cross-cultural communication skills.

• Proficiency in Excel or spreadsheet-based analysis tools.

• Experience with CRM or partner management platforms is advantageous.

• Background in biomedical test equipment, calibration standards (ISO 17025), or quality systems (ISO 9001/13485) is preferred.

• Experience in running or participating in Kaizen/continuous improvement events is preferred.

• Prior experience managing international distributor, dealer, or service-partner networks is preferred.

• Familiarity with royalty or licensing-based partner compensation models is preferred.

🏝️ Benefits

• Equal opportunity employer.

• Reasonable accommodations available for applicants with disabilities.

• A culture that promotes limitless learning and growth.

• Emphasis on professional growth and development opportunities.