Cyber Client Service Technician

About the Role

The role involves working remotely from a home office, as well as on-site at customer locations. You will be part of the SKEYE product service team and an extension of the Security Operations Center, and will work closely with other team members, including Biomed engineers, Security Operations Center Agents, and Remote Technical Engineers.

GE HealthCare is a leading global medical technology and digital solutions innovator, with a purpose of creating a world where healthcare has no limits. The company is committed to unlocking ambition, turning ideas into world-changing realities, and building a healthier world.

What You Will Do

• 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
• Implement site-specific cybersecurity policies, working directly with customer IT and security personnel
• Evaluate 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
• Engage with other team members, including Biomed engineers, Security Operations Center Agents, and Remote Technical Engineers, to ensure they are always aware of the status of all security-related issues for their designated customers
• 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

What We Are Looking For

• Associate's or Bachelor's degree in a related field
• Strong technical skills, including expertise in Excel
• Excellent communication and problem-solving abilities
• Ability to work effectively in a remote environment
• Strong customer service skills, with a focus on driving customer satisfaction
• Ability to evaluate complex customer biomedical equipment security issues and implement appropriate remediations and/or compensating controls
• Experience working with multiple device manufacturers regarding cybersecurity issues
• Knowledge of cybersecurity principles and practices
• Ability to maintain daily communication with customers and ensure resolution and proper follow-up

Nice to Have

• Experience working in a healthcare environment
• Knowledge of medical device security and networking attributes
• Experience with patch validation and clinical device security
• Certification in a related field, such as cybersecurity or biomedical engineering

Benefits and Perks

• Remote work arrangement, with the ability to work from a home office
• Opportunity to work with a leading global medical technology and digital solutions innovator
• Competitive compensation and benefits package
• Opportunity for professional growth and development
• Access to cutting-edge technology and equipment
• Collaborative and dynamic work environment
• Recognition and reward for outstanding performance
• Comprehensive health and wellness programs
• Generous paid time off and holiday schedule
• Retirement savings plan with company match
• Employee stock purchase plan
• Tuition reimbursement and education assistance
• Employee discounts on company products and services
• Access to exclusive employee events and activities

• Make sure to highlight your technical skills, including expertise in Excel, in your application and during interviews.
• Be prepared to provide specific examples of times when you had to troubleshoot and resolve complex cybersecurity issues.
• Show a willingness to learn and adapt to new technologies and equipment, as the healthcare industry is constantly evolving.
• Emphasize your excellent communication and problem-solving abilities, as these are critical in this role.
• Be prepared to discuss your experience working with customers and driving customer satisfaction, as this is a key aspect of the job.
• Research the company and the role thoroughly, and be prepared to ask informed questions during the interview process.
• Consider obtaining certifications in related fields, such as cybersecurity or biomedical engineering, to make your application more competitive.