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GE HealthCare · 4 months ago

Cyber Client Service Technician - Lima, OH

United States

Full-time

Onsite

Entry Level

2+ years exp

GE HealthCare is a leader in medical technology and services. They are seeking a Cyber Client Service Technician who will act as the primary face to customers, responsible for addressing daily service repair needs and enhancing customer satisfaction through service excellence, particularly focusing on device cybersecurity.

AppsHealth CareHealth DiagnosticsHome ImprovementHome RenovationInternetMedical

Growth Opportunities

No H1B

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 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

Qualification

Electrical EngineeringBiomedical EngineeringDevice CybersecurityMechanical EngineeringTroubleshootingCustomer CommunicationWeb ApplicationsTechnical SupportSales Opportunities

Required

Associate's or Bachelor's degree in Electrical Engineering, Biomedical Engineering, Mechanical Engineering, or related field and 2+ years of experience servicing electrical equipment

OR equivalent military education and 2+ years of experience servicing electrical 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

Benefits

Relocation Assistance Provided

Company

GE HealthCare

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GE Healthcare provides a wide range of medical technologies and services to healthcare providers and researchers. It is a sub-organization of General Electric.

Founded in 1892

Chicago, Illinois, USA

10001+ employees