HERO: Bringing Heart, Hustle and Humanity Back to HTM

HERO

Where HTM Still Feels Human

HERO started with a simple belief: the HTM industry could feel more human.

Founders Peter Bonin and Kevin Lynskey wanted to build something focused on people, purpose, and partnership, not just equipment.

The original meaning of the name HERO says it all: Healthcare Engineering Resources Optimized. We believed then, and still do now, that when service technicians feel supported, valued, and connected to the mission, better outcomes follow for hospitals and for patients.

Today HERO works in three main areas: Biomed Asset Management, Hospital Bed Service, and Equipment Rentals. But honestly? The real focus hasn’t changed since day one.

“We’re here to provide Solutions, deliver Value, and build Relationships. We don’t want to be the biggest,” Lynskey said. “We want to be the most trusted, the most responsive, and the most invested in patient care and the people who make it happen.”

TechNation recently found out more about HERO via a Q&A session with Lynskey.

Q: WHY DID YOU DECIDE TO JOIN HERO?

LYNSKEY: I spent more than two decades in this industry,

working with small ISOs, large ISOs, and everything in between. And I kept seeing the same thing happen: the bigger an organization gets, the more it risks losing what made it special in the first place. Decisions slow down. Culture gets diluted. The HTM leaders and service techs on the frontlines start feeling disconnected from the mission.

When I reconnected with HERO’s founder, Peter Bonin, we realized we had the same vision. We each wanted a business that stayed close to its people, close to its customers, and close to its purpose. A place where decisions could still be made quickly, where culture actually mattered, and where HTM professionals had real influence.

Joining HERO wasn’t just a career move for me. It was a chance to help build the kind of company I’d always wished existed in this industry. World-class, but still human.

Q: WHAT MAKES HERO DIFFERENT FROM ITS COMPETITORS?

LYNSKEY: Honestly, we don’t really think about other companies as competitors. HERO was built to serve the HTM community, elevate patient care, and create meaningful careers. We’re here to share knowledge, support each other, and build relationships that last.

A lot of companies say they care. But HERO actually has a heartbeat. We stay close to our people, close to our customers, close to the work. We don’t see hospitals as

accounts or revenue streams. We see them as partners with real challenges and real goals.

That’s why we often collaborate with the same organizations people assume are our competitors. Sometimes we supply labor for their contracts. Sometimes we take on inventory projects or manage hospital bed programs that support someone else’s biomed work. At the end of the day, we’re not here to beat anyone. We’re here to solve problems, add value, and make this industry stronger.

Q: WHY DO YOU CONSIDER WORK FUN?

LYNSKEY: For us, fun isn’t about ping-pong tables, pizza parties, or casual Fridays. It’s about doing meaningful work with people who genuinely love what they do – and who they do it with. When you’re building something that matters, solving real problems for hospitals, helping biomeds grow in their careers – that becomes energizing.

We’re big believers in education, community, and lifting people up. Sometimes that means sponsoring a local baseball team. Sometimes it’s helping a biomed relocate for a new opportunity or get certified. Sometimes it’s hosting industry events at our headquarters in Santa Ana, California. It just feels good to build a company that improves people’s lives, not just bottom lines.

And yeah, we know how to celebrate too. Music, food trucks, DJs, chapter meetings, live bands. When we get together, it feels like a community – not just a workforce.

Culture at HERO starts at the top, and I take that seriously. I love wearing a lot of hats – leading, learning, working in the field, building relationships, representing a brand I’m proud of. When you get to work with good people, solve meaningful problems, and have a little fun along the way? That’s when work stops feeling like work.

Q: WHAT DO YOU MEAN WHEN YOU SAY HERO HAS A HEARTBEAT?

LYNSKEY: When I say HERO has a heartbeat, I mean it feels alive. Not because of products or processes, but because of people. Our purpose (providing Solutions, delivering Value, building Relationships) isn’t just something we say. It’s something our team actually believes in. And that shows up in how we work and how we treat each other.

At HERO, there are no gatekeepers blocking decisions that could help our

customers. No walls separating management from the field. We move fast. We listen to our team. And we care deeply about the HTM profession – not just our own company.

That’s what a heartbeat means. It’s human. It’s responsive. And it’s built around people, purpose, and passion.

Q: HOW DO YOU FIND TOP BIOMED TALENT IN THIS COMPETITIVE MARKET?

LYNSKEY: It’s not easy, and it’s only getting tougher out there. But we’ve learned something important: the best biomeds aren’t just looking for a job. They’re looking for purpose, culture, and a place where their voice actually matters. That’s where HERO stands out.

Our reputation has started to speak for itself. We’re fortunate to get strong candidates through our network and website. But more than resumes, we look for people who are passionate about patient care, love solving problems, and want to help shape the future of this industry.

I always ask candidates one question: How would you improve our industry? The people who light up when they answer? Those are the people we want.

We hire for heart, hustle, and commitment. We offer a family-first culture, real opportunities to make an impact, and a chance to help build something meaningful. When you create an environment like that, the right people have a way of finding you.

Because in this industry, talent matters. But the right mindset? That’s everything.

Q: DO YOU THINK AI IS GOING TO TAKE OVER AND REPLACE BIOMEDS?

LYNSKEY: No. I don’t believe AI will replace biomeds. I believe it’ll empower them.

AI can’t crawl under a CT table. It can’t diagnose a failed board, calm a frustrated nurse, or make a split-second judgment call on patient safety. But what it can do is help us get there faster. At HERO, we’re already using AI to find parts, access manuals, build repair processes, improve documentation, and accelerate training. It’s like giving every biomed a digital toolbox filled with instant knowledge.

The future biomed won’t be replaced. They’ll be upgraded.

Q: WHERE DO YOU SEE HERO IN 5 YEARS?

LYNSKEY: I see tremendous things. We’ll

OUR MISSION

HERO exists to simplify and enhance healthcare technology management by delivering innovative solutions, exceptional customer service, and trusted expertise.

OUR VISION

To be an industry leader in healthcare technology management, redefining service standards through innovation, agility, and an unwavering commitment.

OUR APPROACH

Delivering a “retail-like” customer experience designed to foster lifelong

continue to scale, but we won’t become the kind of company that forgets its people, its purpose, or its personality.

Based on where we’re headed, I expect we’ll be serving hospitals in 20 or more states, with over 200 biomeds, imaging engineers, and specialists across the country. We’ll keep expanding our service menu into higher-acuity areas like CT, MRI, and radiation oncology, but we’ll stay true to who we are. A responsive, relationship-driven partner with a heartbeat.

I also believe HERO will be known as more than just a service provider. We’ll be a pillar in the HTM community: a place people turn to for expertise, careers, education, collaboration, and maybe even a little inspiration.

We’re exploring a move to Tennessee, which would strengthen our reach to the Midwest and East Coast. And honestly, as someone who grew up in Ohio, I wouldn’t mind being a little closer to home.

But no matter where we’re located, HERO’s future isn’t about getting bigger. It’s about getting better, staying human, and proving that culture, agility, and heart still win in this industry.

Q: AS PRESIDENT OF HERO, DO YOU HAVE ADVICE FOR BIOMED MANAGERS

AROUND THE NATION?

LYNSKEY: For nearly 20 years, I would’ve rated my job a 7 out of 10. I loved the work, but something was always missing –connection, culture, a real sense that our impact mattered. Looking back, I don’t think it has to be that way.

Biomed is one of the most purpose-driven professions in healthcare. Yet we often only get noticed when something breaks. But the truth? Our work protects patients, reduces risk, calms clinicians, and keeps hospitals running. When managers reconnect their teams to that purpose, everything changes. Engagement goes up. Pride goes up. Performance goes up. My advice? Communicate more than you think you need to. Collaborate across every department. Set high expectations and be willing to jump into the trenches when it counts. Invest in people. Celebrate the wins – even the small ones. And remind

your team that what they do matters far beyond the work orders they close.

Above all, lean on each other. HERO may be a company, but it’s also a community. We’re here to support the HTM profession, whether you’re a client or not. If you ever need help, ideas, or just someone to talk shop with, call me or hit me up on the BMET Discord I created a few years back.

Because this industry isn’t just about fixing equipment. It’s about building people, sharing knowledge, and lifting the profession forward together.

Q: WHY DO YOU THINK PROVIDING SOLUTIONS, DEMONSTRATING VALUE, AND BUILDING RELATIONSHIPS IS WORKING SO WELL?

LYNSKEY: Because it’s simple, human, and timeless. Solutions keep us relevant. Value keeps us trusted. Relationships keep us connected. None of that relies on flashy slogans or complicated frameworks. It relies on people doing the right thing, consistently.

Our Solutions platform gets stronger every day. Not just because of technology, but because we keep learning from our clients, our team, and even other ISOs we work with. We don’t just fix equipment. We help fix workflows, alleviate stress, and support long-term goals.

We demonstrate Value through reliability, honesty, and hard work. Our team doesn’t hide behind jargon or contracts. We show up, solve problems, and make life easier for the people who depend on us.

And above all, we focus on Relationships. Real ones. The kind built on trust, consistency, and doing what you say you’ll do. You don’t always need a purchase order to build a relationship. Sometimes it’s just answering the phone, offering advice, or being there when someone needs help.

At the end of the day, when you know you made a positive impact on a hospital, a team, or a patient, that’s when you know it’s working.

A CASE STUDY: A New Model for Healthcare Technology Management

s healthcare systems face increasing pressure to do more with less, traditional HTM models are being tested like never before. Staffing shortages, aging equipment, and rising service costs demand a more flexible and responsive approach.

This case study highlights how one hospital partnered with HERO to modernize its HTM support model, improve operational performance, and strengthen trust across clinical and leadership teams, without disruption or unnecessary complexity.

CASE STUDY SNAPSHOT

Modernizing Healthcare Technology Management Without Disruption

Client Profile

• Independent acute care hospital

• Mid-sized facility with a mixed medical equipment fleet

• Lean internal HTM resources under increasing clinical demand

The Challenge

Hospital leadership faced a familiar set of pressures. Aging equipment, staffing shortages, rising OEM service costs, and increasing expectations from clinical teams. Preventive maintenance backlogs were growing, downtime was impacting patient flow, and existing service models lacked flexibility and transparency.

The hospital needed support, but not another rigid contract or disconnected vendor.

THE HERO APPROACH

HERO partnered with hospital leadership to deliver a targeted,

“Hospitals don’t need more vendors. They need PARTNERS.”

modular HTM support model built around real operational needs.

Rather than replacing the internal team, HERO integrated alongside existing staff, providing:

• Supplemental biomedical labor to stabilize daily operations

• Bed maintenance and repair services to reduce patient room downtime

• Specialty device repair to limit OEM dependency

• Preventive maintenance optimization

• Direct access to HERO leadership for fast decision-making

All services were deployed with a focus on Solutions, Value, and Relationship.

THE RESULTS

Within the first several months, the hospital experienced meaningful improvements:

• Reduced equipment downtime in high-use areas

• Faster response times for service requests

• Improved preventive maintenance completion

• Decreased reliance on OEM service calls

• Improved communication between HTM and clinical teams

Leadership gained clearer visibility into equipment performance and service costs, while clinical users reported greater confidence in equipment readiness.

WHY IT WORKED

The success of this engagement was driven by flexibility, transparency, and partnership.

HERO delivered a modern HTM model that was proactive, responsive, and aligned with both patient safety and budget realities.

KEY TAKEAWAY

Modern HTM is not about fixing equipment faster. It is about supporting hospitals smarter.

Learn more at herobiz.com

OPERATIONAL IMPACT

• Reduced equipment downtime in critical asset categories

• Improved PM completion rates

• Faster service response times

FINANCIAL IMPACT

• Decreased OEM service dependency

• Cost avoidance through repair vs replacement

• More predictable service spending

CLINICAL & STAFF EXPERIENCE

• Improved communication with HTM

• Increased confidence in equipment readiness

• Reduced frustration around delays and escalations

LEADERSHIP VISIBILITY

• Clearer insight into equipment condition

• Better alignment between risk, cost, and care

• Fewer surprises

ealthcare Technology Management has always been about more than equipment. It’s about the people who keep care moving behind the scenes, often without recognition, always with responsibility.

H WHERE CULTURE MEETS COMMUNITY IN HTM

At HERO, culture is not an internal buzzword or a framed statement on the wall. It shows up in how the company supports the broader HTM community, invests in the future of the profession, and creates space for people to connect as humans, not just technicians.

INVESTING BACK INTO THE HTM COMMUNITY

HERO is a consistent supporter of local and regional California Medical Instrumentation Association chapters, providing financial support, sponsorships, and participation in chapter events. These contributions are intentional. They

are not about brand visibility. They are about strengthening the field that HERO itself grew up in.

CMIA chapters play a critical role in education, networking, mentorship, and professional development for biomedical and HTM professionals. Supporting those efforts helps ensure the field continues to grow with strong values, shared knowledge, and a sense of community that extends beyond any single employer or hospital.

GROWING THE FIELD, NOT JUST A COMPANY

HERO’s leadership believes that a healthy HTM ecosystem benefits everyone. Hospitals. Patients. Technicians. Vendors.

The industry as a whole.

That belief shows up in how HERO approaches hiring, mentorship, and collaboration. The company actively encourages professional growth, peer learning, and involvement in industry organizations. The goal is not just to fill roles, but to help people build long, fulfilling careers in HTM.

When the field grows stronger, everyone wins.

CELEBRATING HTM WEEK THE HERO WAY

One of the most visible expressions of HERO’s culture is its annual HTM Week celebration.

Each year, technicians and HTM professionals from across Southern California are invited to step away from the day-to-day grind and come together to celebrate the work they do. It’s not a conference. It’s not a sales pitch. It’s a genuine community gathering.

The atmosphere is relaxed and intentionally fun. Food and beverages are shared. Sometimes there’s a DJ. Sometimes a live band. Conversations flow between people who might normally only cross paths through service calls or email threads. Laughter is common. Stories are shared. New connections are made.

Most importantly, it creates space for people to recharge and reconnect around a shared purpose.

WHY IT MATTERS

HTM is demanding work. It requires technical skill, clinical awareness, accountability, and often long hours behind the scenes. Taking time to celebrate the people doing that work matters.

By investing in CMIA chapters, supporting professional growth, and hosting events that bring the community together, HERO reinforces a simple belief: strong culture creates strong outcomes.

When people feel connected, supported, and valued, they do their best work. That benefits hospitals, clinical teams, and ultimately patients.

A CULTURE THAT EXTENDS BEYOND THE BADGE

HERO’s culture doesn’t stop at its own employees. It extends outward to the broader HTM community, because that community is the foundation of everything HERO does.

In an industry built on trust, responsibility, and service, showing up for people matters. HERO is proud to do exactly that.