Implementation Lead

Description

Mach Alert, Inc., located in Tampa, Florida, produces the Mach Alert Fire Station Alerting system, a premium public safety solution for fire and medical dispatch. Mach Alert is an enterprise software and hardware package designed to streamline the process of sending alerts from public safety answering points and emergency dispatch centers to fire stations and first responders.

The implementation lead will play a key role in the future of Mach Alert, Inc.’s project implementation team as a leader, technical expert, and a field service provider. Working alongside other experienced and junior Mach Alert engineers & technicians, the implementation lead will be responsible for the larger system implementations, optimizations, software upgrades, and/or support issues that power Mach Alert, Inc.’s public safety products. The implementation lead must manage multiple assignments with shifting priorities and time frames to meet customer expectations.

While not in the field, the implementation lead designs in-house training programs, works with hardware and software development teams on product engineering projects, performs annual technical staff skills gap analysis and recommends training, mentors technical staff, and may be assigned other managerial duties.

Responsibilities:

• Collaborates with field staff, vendors, customers, and project managers, to organize and successfully implement new system implementations and upgrades.
• Assists sales at trade shows and product demonstrations answering technical questions posed by prospective customers.
• Preps and tests hardware for installation, configures software to project specifications. Ensures that all system components are properly configured prior to shipping for streamlined field implementation.
• Travels to customer locations to install, troubleshoot and support all system hardware and software.
• Collaborates with project management on the creation, updating, and maintenance of accurate customer system documentation including spreadsheets, pictures and building construction documentation as they relate to the Mach Alert system. Documents all project and troubleshooting work proficiently in an internal ticketing system and/or customer files.
• Maintains detailed expense records and timely submits accurate & complete expense reports.
• Leads by example when booking traveling and managing company travel costs.
• As a matter of habit, consistently identifies opportunities for product improvements and cost savings.
• Part of an after-hours on-call rotation to assist with dispatching contractors or junior staff to service the needs of our customers.
• Provides leadership to all field staff by establishing, documenting and continuously improving training material on Mach Alert's products and services. Assist with training sessions to ensure service delivery consistently meets key performance metrics related to handling of incidents and installations. Mentors and coach field staff to deliver high customer satisfaction.
• Other duties as assigned.

Education and Experience

• Extensive (master-level) experience with TCP/IP networking, LAN/WAN technologies, and municipal networks (CCNA, CCNR, Network , technical college degree, or other certifications strongly desired).
• Experience with RF radio communication systems, public safety communications, cellular communications, and emergency response.
• Comfortable with various electrical hand tools and test equipment: Multimeter, O-Scope, Signal Generator.
• Ten or more years of relevant work experience with a demonstrated track record of increasing responsibilities.
• Prior experience leading technical teams.
• Must have strong self-management skills and “people” skills to work closely with customers, sales, project management, and product engineering teams..
• Demonstrated experience motivating, mentoring, and supervising others while simultaneously completing your own tasks.
• Aggressive/Creative problem-solving skills; ability to get things done in a multi-organizational environment.
• Effective communications and interpersonal skills including public speaking.

The implementation lead will be on a rotating service phone schedule that will mandate carrying a service phone 24/7 on their week in the rotation. The implementation lead will need to available to respond to calls at any hour of the day and remote connect to a site for troubleshooting and service support during their rotation.

Working Environment and Travel

The implementation lead will primarily work in an office environment at Mach Alert, Inc.’s office in Tampa, FL. Travel to US and Canadian client locations for project implementations expected to be 50% of total work time.

All full-time Mach Alert, Inc. employees must maintain a valid passport or obtain one within six (6) months of their hiring and must eligible to travel internationally. Must have a valid US state driver’s license.

Mach Alert, Inc. offers a competitive compensation and benefits package.

Mach Alert, Inc. is an Equal Opportunity Employer

All candidates must pass a pre-employment background check and drug screen

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Experience level:

• 8 years

Schedule:

• Day shift
• Monday to Friday
• On call
• Overtime

Application Question(s):

• What is the longest (in years) you have ever worked continuously for the same employer?

Education:

• Bachelor's (Preferred)

Experience:

• Programmable logic controllers: 1 year (Preferred)
• TCP/IP: 7 years (Required)

Willingness to travel:

• 50% (Required)

Work Location: On the road