911 Specialist

Salary Range

$90-125,000 (negotiable based on experience)

Summary

The 911 Specialist will perform installation, maintenance, and documentation functions for the 911 Public Safety customers, teammates, and management. The 911 Specialist will receive assignments from area Senior Field Services Engineer and the 911 Operations Manager.

Responsibilities

• Lead monthly recurring software and firmware updates to equipment.
• Complete proper documentation required by the department, including scheduled reports
• Work on-site at customer locations, as directed or required to resolve issues and/or based upon stated SLA’s.
• Work with professional services team to support client base.
• Work primarily in post-sales and support role capacity.
• Engage with appropriate manufacturer technical support to assist customers, as needed.
• Maintain all existing certifications, and achieves all updated certifications as required.
• Perform Moves, Add, Change and Disconnects (MACD) based on customer or Senior technician requests.
• Maintain detailed records of maintenance tickets, trouble resolution, documentation, and emails related to installation and maintenance activities.
• Create cases in ticketing system for proper reporting and billing purposes.
• Provide out-of-hours installation, maintenance, testing and cutover support when needed.
• Attend training classes, management meetings and conference calls as required.
• Keep upper management and team members informed of customer issues and concerns.
• Participate in an escalation capacity as needed and in the direction of Senior technicians or Operations Management.

Qualifications

• 3-8 years’ experience and must be certified by Intrado or Motorola or both as they need to train others on their certified product.
• Ability to effectively train new 911 Field Services Engineers.
• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers.
• Ability to work independently and to carry out assignments to completion.