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.
Key Skills for This Role
Microsoft Office
Full Job Posting
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
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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.
Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EO/M/F/Veterans/Disabled.
Our mission is to be the best partner for those who save and improve patients’ lives. Excellence in delivering upon our mission is dependent upon having a diverse team that is empowered to bring their full, authentic self to work each day. We strive to create a workplace that reflects the communities we serve, and we are passionate about creating an inclusive workplace that promotes and values diversity.
Last Reviewed Date: 9/1/2026
Last Reviewed By: Frank Sloan, Senior Product Owner
U.S. specialty distributor of healthcare products, services, and technology for emergency providers, hospitals, schools, businesses, and government agencies.
