Cyber Client Service Technician - Youngstown, OH​/On-Site

Job Description Summary

Due to the increasing importance of focused resources on the security of medical devices and the need for a collaborative team consisting of GE HTM, IT, and other hospital personnel, the Clinical Cyber Safety Team (C‑CST) is a dedicated resource for all things clinical device security related. The C‑CST will be the primary GEHC Services face to the customer(s) for all device cybersecurity issues.

It will serve as the primary liaison between the GE HTM service team and the customer’s IT & security department regarding 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, and biomedical devices—and strives to drive customer satisfaction through service excellence. The C‑CST is part of the “SKEYE” product service and an extension of the Security Operations Center on site.

• Troubleshoot, install, maintain, and service repair needs on designated equipment.
• Work closely with multiple device manufacturers regarding cybersecurity issues.
• Work 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 or compensating controls; provide first‑response support on imaging or LCS modality equipment 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 and enhancing relationships with customers to become a perceived partner who recommends value‑added services that help the customer run their business more efficiently and securely.
• Follow and guide others regarding appropriate GE security policies, procedures, hospital security protocol, and complete necessary documentation.
• Engage with other team members—including biomedical 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 the assigned customer on device security.
• Keep up to date on administrative responsibilities (e.g., maintaining device‑level security information and internal service records, patch validation status, clinical device security and networking attributes).
• 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 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.

• 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…