Cyber Client Service Technician

Key Responsibilities/ Essential Functions

• 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.
• 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 is able to 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 aware of the status of all security related issues at all times 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.

Required Qualifications

• 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: 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: 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: IT networking experience or cyber-security networking.
• 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).

Desired Qualifications

• Strong clinical expertise and knowledge across all GEHC systems and equipment.
• Background on NIST preferred.
• Experience diagnosing and servicing/repairing mechanical, electrical, electromechanical, and/or electronic equipment.
• 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.