OnMed

Head of Field Tech Operations and Hardware

OnMed

full-time

Posted on:

Origin:  • 🇺🇸 United States • New York

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Salary

💰 $200,000 - $220,000 per year

Job Level

Lead

Tech Stack

CloudCyber SecurityIoT

About the role

  • Own the Tier 1 and Tier 2 service support model, including quality and maintenance of CareStations and combination of hardware and software.
  • Lead end-to-end technical support and field operations strategy for domestic and global hardware deployments.
  • Build and scale 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 executive escalation point for key enterprise customers.
  • Partner with client IT/OT teams (eg Siemens, GE, Fortune 500) to align support delivery.
  • Identify, research, and select medical devices (Bluetooth, IoT, sensor-based) aligning with product and clinical requirements; partner with vendors to assess capabilities and interoperability.
  • Architect and document integration pathways between medical devices, power systems, and software applications (embedded, mobile, 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 hardware design (power strips, UPS, redundancy).
  • Lead hardware validation, performance benchmarking, environmental stress and interoperability testing; develop automated test plans and validation frameworks aligned with IEC 60601, ISO 13485.
  • Ensure devices and systems meet regulatory, safety, and cybersecurity requirements for medical deployments; produce technical documentation for engineering, operations, and compliance.
  • Mentor junior engineers and act as liaison between hardware, software, operations, and clinical teams.
  • Redesign wiring infrastructure for CareStations 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 standards.
  • Oversee diagnostics, troubleshooting, root cause analysis, and incident management across CareStations; partner with engineering and product teams to drive continuous improvement.
  • Perform other related role responsibilities as assigned.

Requirements

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