911 Specialist

Verigent; Denver (CO); On-site; USD 90,000 - 125,000; Full time

Job summary

Verigent is seeking a 911 Specialist to perform installation, maintenance, and documentation for Public Safety customers. You will receive tasks from the area Senior Field Services Engineer and the 911 Operations Manager.

Responsibilities include leading software updates, on-site issue resolution, and post-sales support. Must maintain certifications and train others as needed; strong communication and independent work skills are essential.

Qualifications

• 3-8 years of experience in field services or related role.
• Ability to train new 911 Field Services Engineers.

Responsibilities

• Lead monthly software and firmware updates to equipment.
• Document maintenance and ticketing per department requirements.
• Work on-site at customer locations to resolve issues per SLA.
• Collaborate with professional services to support client base.
• Perform post-sales support and escalation as needed.
• Coordinate with manufacturer tech support for issues.
• Maintain certifications and obtain updated ones as required.
• Create and manage maintenance tickets for reporting and billing.
• Provide after-hours installation, maintenance and testing support when needed.
• Attend trainings and meetings as required.
• Keep management informed of issues and status.
• Participate in escalation capacity as directed.

Skills

3-8 years experience

Train others

Excellent communication

Independent worker

Job description

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.