Cyber Client Service Technician

Job Description Summary

The C-CST will be the primary GEHC Services face to the customer(s) for all issues related to device cybersecurity, acting as the liaison between the GE HTM service team and the customer’s IT & security department. This leader establishes themselves as the expert for the Clinical Engineering Department on medical device security, including LCS, Imaging & Biomed devices, and drives customer satisfaction through service excellence.

The C-CST is part of the “SKEYE” product service and an extension of the Security Operations Center onsite. This is a hybrid role requiring remote work from a home office in addition to onsite visits at customer locations.

Appleton, WI

• Troubleshoot, install, maintain, and service repair needs on designated equipment, specifically around issues related to device cybersecurity.
• 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 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 and enhancing relationships to become a perceived partner who can recommend value‑added services.
• Maintain daily communications with customers without direction.
• Follow and guide others 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 keep everyone aware of the status of all security‑related issues.
• 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, patch validation status, clinical device security and networking attributes).
• Utilize the GEHC escalation process and work closely with Security Operations Center agents to define and support implementation of corrective action plans.
• Identify potential sales leads and participate in sales opportunities (e.g., contract renewals, promoting revenue programs).
• Keep up to date with competitor information, device security bulletins, and market trends.
• Identify business opportunities for the organization.
• May include basic or refresher application training of clinical staff and customer security/IT personnel on designated equipment.

• 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 servicing electrical equipment, IT networking or cyber‑security networking; OR equivalent military education AND a minimum 2 years of experience; OR High School Diploma/GED AND a minimum 4 years of experience in one or more of the above areas.
• Experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment.
• 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 explain technical issues to customers 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).
• Must comply with GEHC’s standard background check, including a post‑offer…