Summary:

The Implementation Consultant is responsible for leading the deployment and adoption of Digitech's ePCR and Fire software solutions for EMS agencies, fire departments, and other public safety organizations. This customer-facing role serves as the primary implementation lead, partnering with customers throughout the project lifecycle from discovery and configuration through training, go-live, and stabilization. The Implementation Consultant translates customer operational needs into software solutions, ensures successful onboarding, and provides ongoing guidance during implementation projects.

This role requires extensive interaction with public safety professionals and a strong understanding of EMS and fire service operations. The position involves regular travel to customer sites and serves as a critical liaison between customers and internal Product, Development, and Support teams.

Essential Duties and Responsibilities:

• Lead software implementation projects for new and existing customers
• Facilitate project kickoff meetings and establish implementation timelines and milestones
• Gather and document customer business processes, workflows, and operational requirements
• Configure software settings, forms, workflows, permissions, and customer-specific functionality
• Coordinate and execute data migration activities from legacy systems
• Conduct virtual and onsite software training for administrators, management teams, and end users
• Develop implementation plans and monitor progress against project deliverables
• Serve as the primary customer contact throughout implementation and go-live activities
• Provide onsite support during major deployments and go-live events
• Troubleshoot implementation-related issues and coordinate resolution with internal teams
• Document customer requirements, enhancement requests, and product feedback
• Partner with Product and Development teams to communicate customer needs and operational challenges
• Identify opportunities to improve customer adoption and utilization of software features
• Maintain accurate implementation documentation and project records
• Support customer stabilization efforts following deployment
• Provide guidance and best practices related to EMS and fire service reporting workflows
• Represent Digitech professionally at customer locations and industry events
• Perform additional related duties as assigned

Skills/Experience Required:

• Education: High School Diploma required; Bachelor's Degree preferred
• EMS, Fire Service, or public safety operations experience required
• 5+ years of experience in EMS, fire service, healthcare technology, public safety technology, or software implementation
• Experience training adult learners and presenting to customer groups
• Strong understanding of operational workflows within EMS or fire organizations
• Ability to manage multiple implementation projects simultaneously
• Excellent communication, presentation, and relationship-building skills
• Experience working with SaaS, healthcare, or public sector software solutions preferred
• Strong problem-solving and customer service abilities
• Proficiency with Microsoft Office and web-based applications
• Ability to travel approximately 60-75% of the time
• Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment

Physical Requirements:

• Ability to talk, hear, and see clearly to read and interpret information
• Regular use of a computer, phone, and standard office equipment
• May be required to travel for business purposes
• Ability to secure confidential information
• Perform all duties in a professional environment free of noise or anything that would create a negative customer experience

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Schedule: Employee will be required to work a minimum of forty (40) hours of per week or as many hours as it may take to perform above job duties. Schedule may vary based on business demands and will require a combination of office hours as well as work performed after hours and/or weekends at times.

Last Reviewed Date: 9/1/2026

Last Reviewed By: Frank Sloan, Senior Product Owner