Head Of Field Tech Operations & Hardware

OnMed Field Technical Support Leader

At OnMed our purpose is simple but powerful...to improve the quality of life and sense of well-being in our communities by bringing access to healthcare to everyone, everywhere. Our path to everywhere has already begun, with our innovative CareStation, a small but mighty, Clinic-in-a-Box, bringing #healthcareaccess anywhere with an outlet to plug it in. Poised to become a key component in America's public health infrastructure, the OnMed CareStation is the only tech-enabled, human-led, hybrid care solution that combines the comprehensive experience, trust and outcomes of a clinic, with the rapid scalability of virtual care.

At OnMed, every role, everyday, is directly impacting the communities we serve. You'll join a high-performing purpose-driven team, innovating to break down the barriers that keep people from the care they need.

This is not just a job...it's a movement to bring access to healthcare where and when people need it most. It's healthcare that shows up.

You are a strategic and hands-on leader with experience scaling and managing a field technical support team, to ensure timely resolutions and optimize efficiencies. You will own the Tier 1 and Tier 2 service support model, including the quality and maintenance of CareStations and combination of hardware and software.

This role will lead the evaluation, selection, and integration of next-generation devices (specifically Bluetooth-enabled) for our CareStations. You combine deep hardware expertise with a systems mindset, ensuring seamless interoperability between devices, software, and cloud infrastructure. You will own execution of field technical operations and manage end-to-end process—from evaluation and prototyping to integration, testing, and deployment.

Role's Responsibilities

• Lead & Scale Field Technical Operations
• Own the end-to-end technical support and field operations strategy for domestic and global hardware deployments.
• Build a world-class support organization, including 24/7 helpdesk, tiered escalation teams, and onsite field engineering.
• Develop operational frameworks to ensure uptime, reliability, and SLA compliance across enterprise accounts.
• Act as the executive escalation point for key enterprise customers.
• Partner with client IT/OT teams (e.g., Siemens, GE, Fortune 500 enterprises) to align support delivery with their business needs.

• Technology Scouting & Evaluation
• Identify, research, and select cutting-edge medical devices (Bluetooth, IoT, sensor-based) that align with product and clinical requirements.
• Partner with vendors to assess product capabilities, interoperability, and long-term viability.

• System Design & Integration
• Architect and document integration pathways between medical devices, power systems, and software applications (embedded, mobile, and cloud).
• Collaborate with firmware, software, and cloud engineers to define communication protocols, data handling, and API requirements.
• Ensure reliable power delivery and fail-safe operation through optimal hardware design (including power strips, UPS, and redundancy systems).

• Testing & Validation
• Lead hardware validation, performance benchmarking, and environmental stress testing.
• Oversee interoperability testing between hardware and software platforms, including latency, data accuracy, and security.
• Develop automated test plans and validation frameworks in alignment with IEC 60601, ISO 13485, and other relevant standards.

• Compliance & Documentation
• Ensure all selected devices and systems meet regulatory, safety, and cybersecurity requirements for medical deployments.
• Produce technical documentation for engineering, operations, and compliance teams.

• Leadership & Cross-Functional Collaboration
• Mentor junior engineers and contribute to organizational technical strategy.
• Act as the primary liaison between hardware, software, operations, and clinical teams.

• Power Distribution & Cable Management
• Redesign wiring infrastructure for CareStations supporting multiple devices to improve organization, safety, and maintenance access.
• Engineer optimized power distribution layouts, cable routing, and grounding strategies in compliance with IEC 60601, NEC, and other applicable standards.
• Implement solutions that ensure redundancy, clean wiring aesthetics, and minimal downtime during servicing.

• Technical Excellence
• Oversee diagnostics, troubleshooting, and resolution of hardware and software issues across Care Stations
• Define and standardize root cause analysis and incident management processes.
• Partner with engineering and product teams to feedback systemic issues and drive continuous improvement.

Perform other related role's responsibilities as assigned