Head of Field Tech Operations & Hardware

Who We Are and Why Join Us 
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. 

Who You Are 

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

Knowledge, Skills & Abilities  

• Proven track record leading field technical support and design scalable support models.
• Strong technical expertise, including a thorough understanding of the latest technologies, security principles, and protocols with knowledge of computer forensic tools, data loss prevention methods, and disaster recovery methods 
• Proven track record of selecting and deploying Bluetooth-enabled or IoT-based medical devices in production environments. 
• Ability to design and scale technical operations and infrastructure.
• Ability to clearly articulate security and risk-related concepts to non-technical stakeholders 
• Customer-focused mindset with a commitment to service excellence 
• Proven ability to build collaborative relationships and influence strategic direction 
• Effective planning and project management capabilities 
• Adaptability to thrive in fast-paced, high-energy, and dynamic environments 
• Exceptional problem-solving skills and ability to work in fast-paced, cross-disciplinary teams. 
• Strong technical foundation in hardware systems, IoT/connected devices, or enterprise endpoints. 
• Demonstrated experience managing enterprise clients with mission-critical systems. 

Education & Experience  

Must Haves: 

• Bachelor’s or Master’s degree in Electrical Engineering, Computer Engineering, or a related field. 
• 15+ years of hands-on experience in hardware design and development. 
• 5+ years in leading and scaling technical support, operations, or field engineering.
• Proven track record of redesigning wiring layouts for safety, serviceability, and aesthetics. 
• Experience selecting and integrating wired/Bluetooth-enabled devices. 
• Strong understanding of hardware–software integration, including communication protocols (BLE, Wi-Fi, serial, USB, etc.). 
• Proven ability to create and maintain comprehensive hardware engineering documentation in alignment with industry standards to ensure design traceability, compliance, and knowledge transfer. 
• Must be able to work in a fast-paced, high-energy environment. 
• Must be able to thrive in a changing environment.

Nice-to-Haves: 

• Demonstrated market awareness and ability to shape product and technology strategy. 
• Familiarity with medical device hardware, including safety and regulatory considerations. 
• Function as a technical lead and mentor within the organization. 
• Experience working with AI-enabled Bluetooth medical devices, including evaluating performance, interoperability, and compliance for real-time clinical use. 

Benefits 

OnMed provides a competitive salary and benefits package, including unlimited PTO and paid holidays. 

The base salary range for this role is $200,000.00 to $220,000.00 plus bonus, commensurate with the candidate's experience. 

OnMed is a proud equal opportunity employer. All qualified applicants will be considered without regard to race, color, creed, religion, gender, sexual orientation, national origin, genetic information, disability, age, marital status, veteran status, or any other category protected by law. 

#LI-HYBRID