Cyber Client Service Technician 2

Job Description SummaryThe 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 remote role that requires the candidate to work onsite at our customer location(s). To provide onsite customer support, candidate needs to be able to work in the Oklahoma City OK area.

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

Key responsibilities / essential functions include:

• 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 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  Bio med 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.

Quality of Specific Goals:

• Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position.

• Meet Health and Human Services, Environment Health, and Safety, NIST and all other applicable regulatory requirements.

• Complete all planned Quality, EHS, and Compliance training within the defined deadlines.

• Identify and report any and all customer clinical device security concerns immediately to the GE Security operations center.

• Act as primary interface between the GEHC Security Operations Center (SOC) and the customer IT/security organization.

• Identify and report any and all customer quality or compliance concerns immediately to the Quality Organization.

• Identify and report any personal quality or compliance concerns immediately to the Quality Organization.

• Ensure timely dispatch closure (if applicable).

• Identify and report any unsafe workplace conditions or unsafe acts to the EHS Organization.

• Ensure completion of all security related tasks assigned within prescribed timeframe (SLA’s).

• Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.

Required Qualifications:

• Associate’s or Bachelor’s degree in Electrical Engineering, Biomedical Engineering, Mechanical Engineering, IT or related field and minimum 2 years of experience servicing electrical, electronic, medical or IT equipment;

• OR equivalent military education and a minimum 2 years of experience servicing electrical, electronic, medical or IT equipment;

• OR High School Diploma/GED and a minimum 4 years of experience servicing electrical, electronic, medical or IT equipment;

• Experience interfacing with both internal team members and 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.

• Capable of performing special physical requirements (e.g., able to lift, carry, push, pull up to 35 lbs unassisted

• Ability to frequently bend, stoop, twist, climb, crouch/squat, kneel/crawl, sit, stand for long periods of time.

• Ability to reach at, above, below shoulder level; and flex/extend neck.

• Possess good hand, finger dexterity and specific vision abilities including color, close vision, distance vision, peripheral vision, depth perception.

• Must have and maintain a valid driver’s license.

Desired Qualifications:

• Strong clinical expertise and knowledge across all GEHC systems and equipment. Background on NIST preferred.

• Strong experience with clinical device security (patching, SW loads, vulnerabilities).

• Experience with supporting clinical device security programs.

• Ability to build strong working relationship with hospital IT and security professionals.

• Experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment.

• Experience troubleshooting and responding to customer concerns.

• Experience with Web applications and technological programs (e.g., iPad, iPhone Microsoft Office Suite).

• Strong networking skills.

• Strong rigor and task-oriented delivery.

• Excellent time management and organization skills and ability to manage multiple responsibilities.

• Strong coaching and mentoring skills.

• Training and experience in multiple modalities.

• Exhibit the mentality that customers determine our success.

We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership –always with unyielding integrity.

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration, and support.

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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.

GE HealthCare will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).

While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19, some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees.

Relocation Assistance Provided: Yes