Job Description Summary

Acts as the primary GEHC Services face to the customer(s) served. Responsible for meeting the daily service repair needs of designated Imaging, LCS and Biomed equipment, to include multiple modalities of the customer's equipment. Drives customer satisfaction through Service Excellence.

Job Description

Responsibilities:

1. Troubleshoot, install, maintain, and service repair needs on designated equipment, specifically around issues related to device cybersecurity.
2. Works closely with multiple device manufacturers regarding cybersecurity issues.
3.  Works directly with customer IT and security personnel to implement site cyber security policies.
4. 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. 
5. Perform on-time and accurate device level security actions.
6. Own customer clinical device security issues from dispatch or identification of issue to resolution. 
7. Maintain daily communication with customers to ensure resolution and proper follow-up, leading to customer satisfaction on all device security issues.
8. 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.
9. Maintain daily communications with customers without direction.
10. Follow as well as guide others as needed regarding appropriate GE security policies, procedures, hospital security protocol, and complete necessary documentation.
11. 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.
12. Effectively communicate and partner with teammates and colleagues.  
13. Understand and communicate business goals and objectives to the broader GE team servicing assigned customer on device security.
14. 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).
15. 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
16. Identify potential sales leads and participate in sales opportunities (e.g., contract renewals, assist with promoting and implementing of revenue programs).
17. Keep up to date with competitor information, device security bulletins and market trends.
18. Identify business opportunities for the organization.
19. May include basic/refresher application training of clinical staff and customer security/IT personnel on designated equipment. 
 

Qualifications:

• 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.

Quality of Specific Goals:

1. Aware of and comply with the GEHC Quality