Cyber Client Service Technician

GE HealthCare

4d • Hybrid

About The Position

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. This is a hybrid role that requires the candidate to work remote from home office as well as onsite at our customer locations. GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world. Job Description Work Location: Appleton, WI

Requirements

• 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.
• Experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment.
• Experience interfacing with both internal team members and/or external customers as part of a solution-based service process.
• Strong communication skills with the ability to communicate technical issues to the customer in an easy-to-understand manner.
• Must have and maintain a valid driver’s license.
• Experience with Web applications and technological programs (e.g., iPad, iPhone Microsoft Office Suite).
• The successful applicant must comply with GEHC's standard background check, including a post-offer drug test. In addition, during employment, the employee must comply with all customer access policies, including but not limited to obtaining and/or providing proof of required immunizations, and additional drug tests or background checks (including a federal government background check if assigned to support a contract with the federal government).
• Legal authorization to work in the U.S. is required.
• We will not sponsor individuals for employment visas, now or in the future, for this job opening.

Nice To Haves

• Strong clinical expertise and knowledge across all GEHC systems and equipment.
• Background on NIST preferred.
• Experience troubleshooting and responding to customer concerns.
• Strong experience with clinical device security (patching, SW loads, vulnerabilities).
• Experience with supporting clinical device security programs.
• Strong working relationship with hospital IT and security professionals.
• Strong time management and organization skills and ability to juggle multiple responsibilities.
• Training and experience with imaging equipment.
• Operate with efficiency and sense of urgency.
• Willingness to learn and adapt to changing environments.

Responsibilities

• Troubleshoot, install, maintain, and service repair needs on designated equipment, specifically around issues related to device cybersecurity.
• Works closely with multiple device manufacturers regarding cybersecurity issues.
• Works directly with customer IT and security personnel to implement site cyber security policies.
• Evaluate progressively complex, customer biomedical equipment security issues and implement appropriate remediations and/or compensating controls.
• Provide support on imaging or LCS modality equipment first response and coordinate with appropriate modality specialists.
• Perform on-time and accurate device level security actions.
• Own customer clinical device security issues from dispatch or identification of issue to resolution.
• Maintain daily communication with customers to ensure resolution and proper follow-up, leading to customer satisfaction on all device security issues.
• 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.
• Maintain daily communications with customers without direction.
• Follow as well as guide others as needed regarding appropriate GE security policies, procedures, hospital security protocol, and complete necessary documentation.
• 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.
• Effectively communicate and partner with teammates and colleagues.
• Understand and communicate business goals and objectives to the broader GE team servicing assigned customer on device security.
• 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.).
• 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.
• Identify potential sales leads and participate in sales opportunities (e.g., contract renewals, assist with promoting and implementing of revenue programs).
• Keep up to date with competitor information, device security bulletins and market trends.
• Identify business opportunities for the organization.
• May include basic/refresher application training of clinical staff and customer security/IT personnel on designated equipment.

Benefits

• GE HealthCare offers a great work environment, professional development, challenging careers, and competitive compensation.
• GE HealthCare is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees