Cyber Client Service Technician/roanoke VA - Remote Eligible

Job Title

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.

Roles and Responsibilities:

• Perform on-time and accurate planned maintenance (PM), Field Modification Instruction, and safety/environmental inspections.
• Own customer 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.
• Focus on customer needs and satisfaction, 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.
• Maintain daily communications with customers without direction.
• Follow as well as guide others as needed regarding appropriate GE policies, procedures, hospital protocol, and complete necessary documentation.
• Engage with other team members (including Remote Technical Engineers and Zone Service Engineers) to ensure they are aware of the status of all 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
• Keep up to date on administrative responsibilities (e.g., maintaining customer service logs and internal service records in a timely manner, ordering repair parts, managing cycle times).
• Utilize the GEHC escalation process, as needed, and work closely with region and national support 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 and market trends.
• Identify business opportunities for the organization.
• May include basic/refresher application training of clinical staff 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 Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position.

2. Meet Health and Human Services, Environment Health and Safety, NIST and all other applicable regulatory requirements.

3. Complete all planned Quality, EHS, and Compliance training within the defined deadlines.

4. Identify and report any and all customer clinical device security concerns immediately to the GE Security operations center.

5. Act as primary interface between the GEHC Security Operations Center (SOC) and the customer IT/security organization.

4. Identify and report any personal quality or compliance concerns immediately to the Quality Organization.

5. Identify and report any unsafe workplace conditions or unsafe acts to the EHS Organization.

6. Ensure timely dispatch closure (if applicable).

7. Identify and report any and all customer quality or compliance concerns immediately to the Quality Organization.

8. Ensure completion of all security related tasks assigned within prescribed timeframe (SLA's)

9. Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.

Preferred Qualifications:

1. Strong clinical expertise and knowledge across all GEHC systems and equipment. Background on NIST preferred

2. Strong experience with clinical device security (patching, SW loads, vulnerabilities).

3. Experience with supporting clinical device security programs.

4. Strong working relationship with hospital IT and security professionals.

5. Strong networking and interpersonal skills.

6. Strong time management and organization skills and ability to juggle multiple responsibilities.

7. Strong coaching and mentoring skills.

8. Self-motivated.

9. Training and experience in multiple modalities.

10. Exhibit the mentality that customers determine our success.

11. Operate with efficiency and sense of urgency.

12. Willingness to learn and adapt to changing environments.

13. Empower and inspire others.

14. Ability to deliver results in an uncertain environment