Since 1989, BMES has specialized in patient monitoring and telemetry repair while building a reputation for quality workmanship, fast turnaround times and exceptional service.
“BMES grew to become a national biomedical equipment repair depot serving clients through the U.S. and Canada. We started as an on-site repair service company but transitioned exclusively to a repair depot service to meet the increasing demand,” explains BMES President and CEO Ed Evans.
Evans shared more about BMES in a recent question-and-answer session.
Q: What are some advantages that your company has over the competition?
Evans: Our centrally located U.S. headquarters gives us a competitive advantage, ensuring biomeds get their equipment back in operation as quickly as possible. For core services, it typically takes 3-5 days from the moment we receive equipment to the second we send it back.
Of course, fast doesn’t matter if quality isn’t part of the equation. At BMES, the job isn’t done until it’s done right. All repairs are completed to OEM specifications and backed by a six-month warranty. What’s more, we have dedicated account representatives across the U.S. who make a biomed’s job easier, whether it’s solving problems or picking up equipment in need of repair.
Q: What are some challenges that your company faced last year?
Evans: As with other repair depots, we felt the impact from the slowdown of the post-COVID demand for medical repair services and refurbished equipment. BMES was built on our steadfast commitment to integrity, character and quality. It’s how we forged long-lasting relationships with customers who trust us for outstanding results. And it’s why we’ve grown steadily each year to serve more and more health care providers across the country.
Q: Can you explain your company’s core competencies and unique selling points?
Evans: When equipment is down, it puts a strain on patient care. That’s why biomeds deserve a partner they can count on for fast, responsive and reliable service. Our technicians have a wide range of hands-on expertise and training on all the latest equipment. They’re proven problem-solvers who diagnose failures accurately and quickly. At BMES, we understand the pressure biomeds are under. Our company is designed to alleviate repair headaches so they can get back to full service fast. Think of us as a second bench or secret superpower – we’ve got a biomed’s back whenever they need it.
Q: What product or service that your company offers are you most excited about right now?
Evans: BMES has been the leader in MX40 repairs for many years, which is why our success rate sets the industry standard. Our customers know that when they send us an MX40 for repair they can expect it back from us in 4-5 business days from the time it is received to the time it is shipped.
Q: What is on the horizon for your company?
Evans: We’re always searching for ways to transform our customer experience. Each and every day we ask ourselves how we can improve to meet and exceed customer expectations. We’re seeking higher customer satisfaction scores, as well as employee satisfaction, which in turn drives revenue growth. Investing in technological solutions like our new customer portal gives clients the opportunity to keep track of their equipment after it’s sent to BMES. In the future, we’ll continue to add more robust features to the portal, making it even easier to do business with BMES.
Q: Can you share some company success stories with our readers?
Evans: We now have a dedicated Customer Success Manager, Bill Cahill, who interacts regularly with our customers to address their pain points or simply to check in on specific biomed needs. The Customer Success Manager leads the initiative, focusing on providing day-to-day solutions from simple to the most complex repair issues. His objective? Be the customer advocate to create a seamless experience between our sales and service staff, ensuring prompt and accurate solutions.
Q: Can you describe your company’s facility?
Evans: BMES moved into a new facility in November 2021, adding an additional 13,000 square feet of repair space. Our warehouse and shipping/receiving departments are climate controlled to protect our reconditioned inventory. This new facility also provides BMES with the ability to expand our repair capacity for future growth.
Q: Can you talk about your employees?
Evans: BMES currently employs more than 30 people, with the majority on the operations team. Our technical staff includes multiple employees who have 10-plus years of employment and 20-plus years of experience in the repair field. Three of our technicians have 48 years combined experience at BMES and possess a quality-first mentality in repair and customer support. Our industry has seen a labor shortage over the past several years, but we’ve increased our technical staff to support our ever-growing base of customers and internal needs. We take care of our team members, and they take care of our customers.
Q: What is most important to you about the way you do business?
Evans: Our focus is keeping equipment healthy for patient care. We know that biomedical equipment is the heartbeat of health care facilities, and biomeds can’t afford downtime. When it comes to equipment repair and refurbishment, BMES always keeps the patient in mind.
Q: Is there anything else you want readers to know about BMES?
Evans: Biomeds are critical to a healthy hospital ecosystem, and the job is increasingly complex. Equipment breakdowns happen, but repair issues shouldn’t. When biomeds work with BMES, they get a fast, responsive, reliable partner. Keeping a biomedical department running smoothly is a high-pressure, high-stakes job. At the end of the day, patient care is on the line. That’s why we’re steadfast in our commitment to “keeping equipment healthy for patient care.”
Visit bmesco.com to learn more.
