Job Description
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Job Description
If youre interested in collaborating with a wonderful team that has a mission to make communities safer in the Public Safety world using real-time data, wed like to hear from you! We have a Technical Solutions Delivery Specialist position available for an individual, preferably with industry experience, who is motivated, articulate, agile, proficient in various software tools, possesses technical expertise, and demonstrates creative troubleshooting skills.
Job Description
If youre interested in collaborating with a wonderful team that has a mission to make communities safer in the Public Safety world using real-time data, wed like to hear from you! We have a Technical Solutions Delivery Specialist position available for an individual, preferably with industry experience, who is motivated, articulate, agile, proficient in various software tools, possesses technical expertise, and demonstrates creative troubleshooting skills.
The Technical Solutions Delivery Specialist plays a pivotal role in delivering exceptional consultative services and solutions to FirstWatch clients. Acting as the primary client-facing technical expert during project engagements, this position supports project teams throughout the initiation and planning phases, ensuring that technical, clinical, and operational requirements are thoroughly defined, analyzed, and successfully executed.
This role will help foster client relationships, guide solution delivery processes, and ensure clients realize the full value of their FirstWatch data and solutions. While not a formal people manager, the Technical Solutions Delivery Specialist will contribute to the orientation and readiness of internal teams involved in client-facing work.
Key Responsibilities - Work independently with minimal supervision in a hybrid position
- Meet with new customers during the onboarding process to establish rapport and relationships that will enhance the customer experience
- Collaborate with customers to understand their agency operations, systems used to support operations, and personnel demands
- Analyze data from different public-safety systems
- Identify and investigate any missing data points that cause problems and challenges for customers in their operations, and find solutions
- Creatively design and build products, ensuring accuracy through logic and testing, that will meet customer needs and optimize their agency operations 6. Strategically implement products and train customers on functionality and analyzation
- Complete assignments and projects by the noted deadlines
- Follow up with customers confirming satisfaction for quality assurance and make any necessary adjustments to products
- Monitor and assign support queues and requests using a Customer Relationship Management (CRM) system to ensure accuracy and record completion, along with explicit and organized documentation of meetings and customers interactions
- Engage current customers to optimize products and services delivered to strengthen relationships for long-term partnerships
- Troubleshoot any system issues reported by customers, reference data output, and display
- Represent FirstWatch at national/state/regional conferences to meet with current customers and potential customers and demo products and services
- Rotating 24/7 on-call duties, responding to after-hours calls to FirstWatch system alerts, and customer calls
- Communicate with the Engagement Strategist about client issues, feedback, and/or concerns.
- Perform other duties as assigned
Skills - Highly desirable, public Safety and/or Public Software Experience. Or time on the job performing the duties.
- Team leader, player, and great collaborator, also self-motivated and able to work independently
- Ability to prioritize work and complete assignments on time, maintain a positive attitude, and build and maintain effective business relationships with co-workers and customers
- Strong oral and written communication skills
- Ability to establish and maintain constructive working relationships with peers and cross-functional team members from a variety of business functions.
- Have empathy, team building, goal setting, and positive motivational skills.
- Customer-focused and an active listener who consistently delivers on commitments within deadlines
- Strong personal and presentation skills; an analytical, logical, and methodical approach to problem solving
Ability to work within a data-driven organization
Ability to solve complex problems and issues in a pragmatic way
- Ability to function effectively in a fast-paced and changing environment with multiple priorities and objectives.
TECHNOLOGY - NetSuite
- MS SQL Studio
- MS Excel, MS Word, MS PowerPoint, MS Visio, Outlook, Windows OS, and Multiplatform MS Server OS
- Microsoft Teams
LICENSES/CERTIFICATIONS (PREFERRED (Active Or Inactive) - Emergency Medical Technician
- EMT-P
- EMD, EFD, EPD Certified
- Police Officer
- Firefighter
Travel Requirements This position may require occasional travel to attend industry conferences, professional development events, or company-sponsored meetings. Travel will typically be planned and supported by the organization
EDUCATION Associate's degree or minimum of 4 years equivalent working experience, preferably with an emphasis on public safety or a related field.
PHYSICAL DEMANDS and WORK ENVIRONMENT The physical demands described here are representative of those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee routinely is required to sit, walk, talk, and hear; use hands to keyboard, finger, handle, and feel; stoop, kneel, crouch, twist, crawl, reach, and stretch.
- The employee is occasionally required to move around the office.
- Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
- May require travel dependent on company needs, which may include overnight travel
- The employee may occasionally lift and/or move up to 30 lbs.
- Can work under deadlines.
- Position may require flexible scheduling, off-shifts, weekends, holidays, on-call, and/or overtime hours of work in accordance with department policy or procedures.
- The noise level in the work environment is usually moderate to active.
EEO STATEMENT FirstWatch is committed to diversity, equity, inclusion, and equal employment opportunities for all employees and applicants. All employment decisions are based on qualifications, personal merit, experience, ability, job performance, and business needs.
FirstWatch prohibits discrimination and harassment of any type without regard to race, color, religion or belief, age, sex (including pregnancy), family or parental status, sexual orientation, gender identity and/or expression, national, social or ethnic origin, disability status, genetics, protected veteran status, marital, civil union or domestic partnership status or any other characteristic protected by federal, state or local laws.
This policy applies to all employment terms and conditions, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
ACKNOWLEDGEMENT This job description is not an exhaustive list. The above statements are intended to describe the general nature and level of work performed by the incumbent in this position. They are not intended to be an exhaustive list of all responsibilities, duties, schedules, and skills, and are subject to change at any time. They will also be assigned other tasks and duties as needed.
Company Description FirstWatch is a small software company started in 1998 with a big commitment to those who depend on us. Our motto is Helping the Helpers, we are genuine, caring, and have a can-do approach. Our customers (EMS, fire, police, public health, and hospitals) provide the essential safety net for people throughout the US and Canada. These customer/partners literally have lives in their hands every day. Our team members enjoy our fast paced, innovative and fun culture thats laser focused on meeting the needs of our partners so they can take good care of their communities. If youre people-oriented, kind, able to learn new things quickly, and love being part of a small, dedicated, hard-working, intensely cohesive team doing big things, then wed love to see if theres a place for you.
FirstWatch is a small software company started in 1998 with a big commitment to those who depend on us. Our motto is Helping the Helpers, we are genuine, caring, and have a can-do approach. Our customers (EMS, fire, police, public health, and hospitals) provide the essential safety net for people throughout the US and Canada. These customer/partners literally have lives in their hands every day. Our team members enjoy our fast paced, innovative and fun culture thats laser focused on meeting the needs of our partners so they can take good care of their communities. If youre people-oriented, kind, able to learn new things quickly, and love being part of a small, dedicated, hard-working, intensely cohesive team doing big things, then wed love to see if theres a place for you.
Seniority level
Seniority level
Entry level
Employment type
Employment type
Full-time
Job function
Job function
Information Technology -
Industries
Software Development
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Job Tags
Full time, Work experience placement, Work at office, Local area, Flexible hours, Night shift, Weekend work,