Sponsored by MultiMedical Systems
Thirty years ago, biomedical equipment technicians were already experts at solving problems – but they were doing it without Google, without tablets, and often without a decent parts database. Troubleshooting sometimes meant flipping through a binder the size of a phone book and hoping the page you needed wasn’t missing.
This year marks 30 years in business for MultiMedical Systems, and milestones like this have a way of making you look both backward and forward. The tools have changed dramatically. The expectations have changed even more. But some of the most important parts of this profession remain exactly the same.
THEN: FEWER DEVICES, MORE BINDERS
Thirty years ago, equipment fleets were smaller, and most devices were mechanically simpler. Preventive maintenance schedules were often tracked on paper – sometimes on clipboards, sometimes in filing cabinets, and sometimes in systems that depended heavily on someone remembering to update them.
Service records were handwritten. Communication happened by phone or fax. If you needed a manual, you probably walked over to a shelf rather than opening a browser.
Parts sourcing was slower but, in some ways, easier. Devices were less proprietary, and the pace of technological change was more forgiving. A technician could become deeply familiar with a model and work on it for years before it was replaced.
And while response times mattered then, just as they do now, expectations were different. Facilities understood that some repairs simply took time.
In many ways, the work required patience – and a very organized filing system.
NOW: FASTER, SMARTER & MORE DEMANDING
Fast forward to today, and the landscape looks very different.
Medical devices now incorporate sophisticated electronics, embedded software and network connectivity. Troubleshooting may involve firmware updates, digital diagnostics and coordination with multiple vendors. A modern technician needs not only mechanical aptitude but also comfort with software and systems integration.
Documentation expectations have also increased significantly. Facilities must maintain detailed service histories and compliance-ready records. Audits are more frequent, and the margin for error is smaller.
Customers expect visibility, communication and speed. Downtime is measured in lost revenue, disrupted schedules and potential impacts on patient care. Service providers are expected to respond quickly and communicate clearly at every step.
In short, the job has become more complex – and more critical – than ever.
FROM REPAIR VENDORS TO STRATEGIC PARTNERS
Perhaps the biggest change over the past three decades is how service providers are viewed.
There was a time when many organizations saw third-party service primarily as a break-fix resource. If something failed, you called someone to repair it.
Today, the conversation is different. Facilities are looking for partners who can help manage equipment life cycles, plan budgets, maintain compliance and improve operational efficiency. Preventive maintenance, asset visibility and long-term planning have become central priorities.
The role of the service organization has expanded accordingly. Technical skill is still essential – but organization, communication and operational discipline are just as important.
WHAT HASN’T CHANGED
Despite all the advances in technology and process, several truths about biomed service have proven remarkably durable.
TRUST STILL MATTERS MORE THAN ANYTHING ELSE.
Health care providers need confidence that the people servicing their equipment are capable, responsive and accountable.
PEOPLE ARE STILL THE DIFFERENCE.
Software can track assets. Systems can schedule work orders. But professionalism, judgment and pride in workmanship still come from individuals.
RESPONSIVENESS HAS ALWAYS MATTERED.
Even 30 years ago, a piece of equipment down in a clinical environment was urgent. The tools for responding may be faster today, but the urgency has always been there.
RELATIONSHIPS OUTLAST TRANSACTIONS.
Long-term partnerships are built on consistency, reliability and communication – not just pricing.
These fundamentals have not changed, and they likely never will.
LESSONS FROM THREE DECADES
If there is one lesson that stands out after 30 years, it is this: organizations that endure are the ones that adapt without losing their core identity.
Technology will continue to evolve. Regulations will change. Expectations will increase. Service organizations must keep learning, keep improving and keep investing in their people and processes.
But the fundamentals – integrity, accountability and commitment to customer success – are timeless.
Those principles were just as important when service records were handwritten as they are today when everything is digital.
LOOKING AHEAD
The next decade will likely bring even more change. Predictive maintenance, data integration and greater connectivity will continue to reshape how service is delivered.
Even as the tools evolve, the mission remains the same: keeping equipment safe, reliable and ready when it matters most.
And while today’s technicians may rely less on binders and more on dashboards, one thing hasn’t changed at all – the satisfaction of solving a problem, restoring a device to service, and knowing that work helped someone, somewhere, receive care.
That part of the job is timeless.
Nicole Palmer, Vice President of Operations, MultiMedical Systems LLC
