Company Overview

Global Instrumentation LLC (GI) was founded in 2002 and is a leading provider of cardiac monitoring medical products for the clinical research market. Our software and device platform is used by research and medical professionals around the world.

Position Summary

The Field Service Engineer (FSE) is responsible for the deployment, integration, maintenance, and support of ECG telemetry monitoring systems within clinical research and healthcare environments. This role combines hands-on field service expertise with networked medical device integration, systems troubleshooting, and customer-facing technical leadership.

The FSE will lead technical implementation activities for GI’s cardiac monitoring platform, including installation, configuration, validation, networking, and ongoing technical support of hardware and software systems. The role requires close collaboration with clinical research personnel, biomedical engineering teams, and customer IT departments to ensure reliable, secure, and compliant system operation.

This position involves a combination of technical service leadership and hands-on customer site implementation. Travel is estimated at approximately 25–35%, including domestic and occasional international travel.

Key Responsibilities

Deployment Planning & Installation

· Install, configure, and commission ECG telemetry monitoring systems, including transmitters, receivers, central monitoring stations, servers, and network components.

· Configure network connectivity, IP addressing, wireless communication, and server/client system integration for telemetry platforms.

· Perform system validation, acceptance testing, and documentation in compliance with regulatory and quality requirements.

· Coordinate site readiness with customer IT, biomedical engineering, and clinical staff.

· Collaborate with customer IT teams on VLANs, firewall requirements, cybersecurity policies, and remote system access.

· Support deployment of centralized monitoring software within Windows-based network environments.

Service & Maintenance

· Diagnose and repair hardware, software, and network-related issues for ECG telemetry systems.

· Troubleshoot network (WiFi) communication, server connectivity, wireless telemetry performance, and software interoperability issues.

· Perform preventative maintenance, system upgrades, and field modifications.

· Support remote diagnostics, VPN access, software patching, and cybersecurity-related updates.

· Analyze system logs, network performance, and device connectivity to identify root causes and implement corrective actions.

· Respond to corrective maintenance calls within defined service-level agreements (SLAs).

· Develop technical service processes and programs for the deployment of products in customer facilities, including installation instructions, service programs, and support agreements.

Clinical & Technical Support

· Provide on-site and remote technical support to clinicians, research staff, biomedical engineers, and IT personnel.

· Train end users on proper system operation, basic troubleshooting, and best practices.

· Act as a technical escalation point for complex or recurring system issues.

Quality & Compliance

· Ensure all service activities comply with FDA, ISO, and internal quality system requirements.

· Accurately document service reports, corrective actions, and parts usage.

· Support audits, complaint investigations, and post-market surveillance activities as needed.

Customer Relationship Management

· Build strong working relationships with clinical research and healthcare stakeholders.

· Proactively identify opportunities to improve system performance and customer satisfaction.

· Communicate clearly with customers regarding system status, repairs, and recommendations.

Required Qualifications

· Associate’s or Bachelor’s degree in Biomedical Engineering, Electronics, Electrical Engineering, or equivalent experience.

· 4+ years of field service experience with medical devices, preferably patient monitoring or ECG telemetry systems.

· Experience supporting networked medical devices within hospital or clinical research IT environments, including TCP/IP networking, LAN/WAN infrastructure, wireless systems, and cybersecurity practices.

· Familiarity with Windows server/client environments, remote access technologies, and medical device software deployment preferred.

· Ability to travel domestically and internationally as needed.

Preferred Qualifications

· Experience integrating networked medical devices into enterprise IT environments.

· Experience supporting or deploying virtualized server environments (e.g., VMware, Hyper-V) for medical device or clinical software applications.

· Strong understanding of patient monitoring telemetry systems and/or centralized monitoring workflows.

· Familiarity with wireless telemetry infrastructure and centralized patient monitoring systems.

· Experience with system interoperability, remote diagnostics, or clinical software platforms.

· Experience with clinical data integration or centralized monitoring platforms is a plus.

· OEM field service experience in clinical research or acute-care healthcare environments.

Core Skills & Attributes

· Strong troubleshooting and analytical skills

· Excellent customer-facing communication

· Ability to work independently in fast-paced clinical environments

· High attention to detail and documentation accuracy

· Comfort working in patient-care and research environments

Pay: $90,000.00 - $125,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off
• Parental leave

Work Location: Hybrid remote in East Syracuse, NY 13057