General Electric Cyber Client Service Technician in Greenville, South Carolina
Role Summary:Due to the increasing importance to have focused resources on the security of medical devices, plus the need for a collaborative team that consists of GE Healthcare Technology Management (HTM), IT, and other hospital personnel, the Cyber Client Service Technician is a dedicated resource for “all things clinical device security related”.
Essential Responsibilities:The Cyber Client Service Technician (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 Healthcare Technology Management 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 Life Care Solutions, 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.
Key Responsibilities 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 Life Care Solutions (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.
Qualifications/Requirements:1. Associate’s or Bachelor’s degree in Electrical Engineering, Biomedical Engineering, Mechanical Engineering, IT or related field and 2+ years of experience servicing electrical equipment; OR equivalent military education and 2+ years of experience servicing meidcal equipment; OR High School Diploma/GED and 4+ years of experience servicing electrical 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.
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).
Capable of performing special physical requirements (e.g., able to lift, carry, push, pull up to 35 lbs unassisted; and 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 has 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 Characteristics:1. Strong clinical expertise and knowledge across all GE Healthcare systems and equipment. Background on NIST preferred
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 networking and interpersonal skills.
Strong time management and organization skills and ability to juggle multiple responsibilities.
Strong coaching and mentoring skills.
Training and experience in multiple modalities.
Exhibit the mentality that customers determine our success.
Operate with efficiency and sense of urgency.
Willingness to learn and adapt to changing environments.
Empower and inspire others.
Ability to deliver results in an uncertain environment.
About Us:GE (NYSE:GE) drives the world forward by tackling its biggest challenges. By combining world-class engineering with software and analytics, GE helps the world work more efficiently, reliably, and safely. GE people are global, diverse and dedicated, operating with the highest integrity and passion to fulfill GE’s mission and deliver for our customers. www.ge.com
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.
Additional Eligibility Qualifications:GE 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).Additional Locations:United States;South Carolina;Spartanburg;