Cyber Client Service Technician – Hybrid (Remote + Customer On‑Site)

Company: GE HealthCare
Industry: Technical Support
Location: USA

Job Description Summary
<p>The C-CST will be the primary GEHC Services face to the customer(s) for all issues related to device cybersecurity. The C-CST will be the primary liaison between the GE HTM service team and the customer’s IT & security department as it relates to the security of medical devices. This leader establishes themselves as the expert for the Clinical Engineering Department related to medical device security including LCS, Imaging & Biomed devices and strives to drive customer satisfaction through service excellence. The C-CST will be part of the “SKEYE” product service and an extension of the Security Operations Center on site. <br />This is a hybrid role that requires the candidate to work remote from home office as well as onsite at our customer locations across the United States.</p>
Job Description
<p>Key Responsibilities/ Essential Functions:</p>
<ul>
<li>Troubleshoot, install, maintain, and service repair needs on designated equipment, specifically around issues related to device cybersecurity.</li>
<li>Works closely with multiple device manufacturers regarding cybersecurity issues.</li>
<li>Works directly with customer IT and security personnel to implement site cyber security policies.</li>
<li>Evaluate progressively complex, customer biomedical equipment security issues and implement appropriate remediations and/or compensating controls. </li>
<li>Provide support on imaging or LCS modality equipment first response and coordinate with appropriate modality specialists.</li>
<li>Perform on-time and accurate device level security actions.</li>
<li>Own customer clinical device security issues from dispatch or identification of issue to resolution.</li>
<li>Maintain daily communication with customers to ensure resolution and proper follow-up, leading to customer satisfaction on all device security issues.</li>
<li>Focus on customer needs and satisfaction on device security issues, continuously building on and enhancing relationships with customers to become a perceived partner in their business who can recommend value-added services that will help the customer run their business more efficiently and securely.</li>
<li>Maintain daily communications with customers without direction.</li>
<li>Follow as well as guide others as needed regarding appropriate GE security policies, procedures, hospital security protocol, and complete necessary documentation.</li>
<li>Engage with other team members including Biomed engineers, Security Operations Center Agents and Remote Technical Engineers to ensure they are always aware of the status of all security related issues for their designated customers.</li>
<li>Effectively communicate and partner with teammates and colleagues. </li>
<li>Understand and communicate business goals and objectives to the broader GE team servicing assigned customer on device security.</li>
<li>Keep up to date on administrative responsibilities (e.g., maintaining device level security information and internal service records in a timely manner, patch validation status, clinical device security and networking attributes – OS, MAC address, etc.).</li>
<li>Utilize the GEHC escalation process, as needed, and work closely with security operations center agents to define and support implementation of corrective action plans to resolve customer issues in a timely manner.</li>
<li>Identify potential sales leads and participate in sales opportunities (e.g., contract renewals, assist with promoting and implementing of revenue programs).</li>
<li>Keep up to date with competitor information, device security bulletins and market trends.</li>
<li>Identify business opportunities for the organization.</li>
<li>May include basic/refresher application training of clinical staff and customer security/IT personnel on designated equipment.</li>
</ul>
<p>Required Qualifications:</p>
<ul>
<li>Associate’s or Bachelor’s degree in Electrical Engineering, Biomedical Engineering, Mechanical Engineering, IT or related field and a minimum 2 years of experience in one or more of the following: servicing electrical equipment, IT networking experience or cyber-security networking; OR equivalent military education and a minimum 2 years of experience in one or more of the following: servicing electrical equipment, IT networking experience or cyber-security networking OR High School Diploma/GED and a minimum 4 years of experience in one or more of the following: servicing electrical equipment, IT networking experience or cyber-security networking.</li>
<li>Experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment.</li>
<li>Experience interfacing with both internal team members and/or external customers as part of a solution-based service process.</li>
<li>Strong communication skills with the ability to communicate technical issues to the customer in an easy-to-understand manner.</li>
<li>Must have and mainta…