DFR Training and Support Specialist

Job description

Paladin is a leading innovator in autonomous drone technology for public safety. Our mission is to enhance emergency response capabilities worldwide, providing first responders with real-time aerial insights to improve situational awareness and reduce response times. With our advanced UAV (Unmanned Aerial Vehicle) technology, including the Knighthawk and the EXT module, we are setting new standards for safety and efficiency in critical situations. As we continue to grow and impact the public safety field, we are looking for passionate, self-motivated, and problem-solving individuals to join our team. 

Role Description:

We seek a dedicated DFR Product Implementation Specialist to ensure our first responder partners can fully leverage our UAV technology to enhance their operations. This role is crucial for maintaining high client satisfaction and loyalty by providing exceptional onboarding, training, and ongoing support. The ideal candidate will be passionate about technology, possess excellent communication skills, and be committed to making a positive impact in the field of public safety.

Responsibilities:

• Conduct comprehensive onboarding sessions for new clients, ensuring they are fully versed in the operational capabilities and features of our UAV systems.
• Develop and deliver customized training programs for clients, both remotely and in-person, tailored to their specific needs and operational contexts.
• Travel to client locations as required to provide hands-on training and support, ensuring a high level of competency and confidence in using our technology.
• Serve as the primary point of contact for existing customers, facilitating ongoing support, addressing questions, and resolving issues promptly.
• Gather feedback from users on system performance, usability, and features, acting as a bridge between our clients and the engineering team to inform product improvements, bug fixes, and feature requests.
• Monitor client usage and engagement, proactively identifying opportunities for additional training, support, or system optimization to enhance client satisfaction and success.
• Collaborate with the sales and marketing teams to develop case studies, testimonials, and best practice guides based on client experiences.
• Maintain detailed records of client interactions, feedback, and training activities, contributing to the continuous improvement of our customer success strategies.

Qualifications:

• Preferred Bachelor’s degree in a related field, such as Communications, Education, Engineering, or Business.
• Preferred public safety experience
• 2+ years of experience in a customer success, training, or technical support role, preferably in the technology or public safety sectors.
• Knowledge and ability to convey topics to include but not limited too; Part 107 Rules and Regulations, Aviation Weather, Aeronautical Charts, Basic Drone Controls, and Crew Resource Management
• Strong technical aptitude and the ability to learn and explain complex systems clearly and effectively.
• Exceptional interpersonal and communication skills, with the ability to engage and educate customers of varying technical proficiencies.
• Willingness and ability to travel extensively to client locations for onboarding and training sessions. Up to 75% of the time
• Proactive problem-solver with a customer-focused attitude and a commitment to resolving issues in a timely and satisfactory manner.
• Experience in UAV or drone technology. 
• Ability to work independently and as part of a team in a fast-paced, dynamic environment.

Location:

This position is remote, with significant travel required. Paladin supports a flexible working environment to best serve our clients and accommodate the travel demands of this role.