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Program Support Specialist Wappingers Falls, NY

EMS Program Support Specialist 

Position Overview: 

  • Collaborate with internal and external stakeholders to ensure customers experience the full value proposition of RQIP solutions.
  • Provide value, through support activities, to internal and external customers throughout the value chain during the pre-sales, implementation and post-implementation phases.


  • Pre-Sales Support: Works closely with the field organization to coordinate implementation-related activities, including pre‐sales advice and consultation on technical requirements for EMS solutions
  • Quotes: Creates formal quotes and, change orders
  • Program Implementation: Manages the smooth and efficient implementation of EMS programs for customers
  • Customer Support: Receive calls and emails from customers with questions and problems; diagnose the complaint; provide service to resolve or escalate the customer issue
  • Reporting: Provide reporting on implementation queue, customer utilization, complaints and other metrics as directed
  • Quality Improvement: Identify and quantify opportunities to improve quality and reduce waste.
  • Special Projects: Collaborate with other functional areas on short-term projects that provide value to customers

Required Skills and Competencies

  • Associates Degree in a technology-related field. Bachelors Degree preferred.
  • Continuing and recent education in enterprise systems, preferably in the local government segment a plus
  • 2-5 years experience working to provide product support for a high technology product/system
  • Experience working with hospital, health system or EMS customers
  • Training in Six-Sigma and Lean methodologies preferred.
  • Solid understanding of data and network security standards and protocols