Cyber Client Service Technician

Job description

Job Description Summary The CCST (Cyber Client Service Technician) will be the primary GE HealthCare Services face to the customer(s) for all issues related to device cybersecurity. The CCST 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 CCST 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. To provide onsite customer support, candidate needs to be willing to work in the Hampton Roads VA area with the ability to work from home in a dedicated office space, free from distraction with a high-speed internet connection. Job Description 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. 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 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). 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. Special Physical Requirements: 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 and reach at, above, below shoulder level; and flex/extend neck and good hand, finger dexterity. Role requires specific vision abilities including color, close vision, distance vision, peripheral vision, depth perception. 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. #LI-CLM #LI-Hybrid We will not sponsor individuals for employment visas, now or in the future, for this job opening. For U.S. based positions only, the pay range for this position is $63,200.00-$94,800.00 Annual. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location. In addition, this position may also be eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). GE HealthCare offers a competitive benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement. 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