Forward Support Representative

The FSR is the “on the ground” point of contact for a military law enforcement organization’s customer team. The FSR is responsible for providing on-site capability support, serving as the knowledge manager, being the coordinating conduit for technical troubleshooting, and maintaining applicable explore and predict tools within the Virtualitics Artificial Intelligence Platform (VAIP). The FSR prioritizes strong customer relationships, while assisting in anticipatory analysis of customer pain points, with applicable solutions that are within contract scope and appropriately resourced.

Key Roles:

● Knowledge Manager: Creating and overseeing systems and processes to capture valuable information—from internal documents and best practices to individual expertise—and making it readily accessible.

● Technical Coordinator: Serving as the go-to person for on-site coordination with the

Virtualitics DS and AI teams for inquiries related to VAIP data insight capabilities.

● Customer Advocate: Representing the customer's needs and concerns within the

company and ensuring a positive customer experience. Escalates complex pain points,

via data discovery early and often through daily touchpoints with the Solutions Leader.

● Virtualitics Brand Ambassador: Upholds the company's image and values through

professional conduct and service delivery.

● Information Gatherer: Collecting feedback from customers and observing and reporting

customer feedback trends. The FSR is the most forward deployed representative of the

Virtualtics capability and brand, and must collect, analyze, and report the ground truth as

he/she sees it.

Core Functions:

● Knowledge Capture and Creation: Identify and gather information from various sources. Pinpoint key information, expertise, best practices, and knowledge gaps within the military law enforcement organization that are crucial to organizational mission accomplishment.

● Organizational Expertise: Be knowledgeable of military law enforcement policies, applicable AFIs, and how those policies drive readiness and mission requirements.

● Knowledge Organization and Management: Oversee tools used for knowledge management. Regularly review, update, and archive content to ensure it remains accurate, relevant, and trustworthy.

● Product (capability) onboarding: Coordinating for access and if necessary, installation of appropriate VAIP tools at the customer site according to contract scope and customer requirements. Serves as the military subject matter expert for feedback on Virtualitics products.

● Troubleshooting and Resolution: Diagnosing and coordinating for resolution technical problems in a timely and efficient manner, both independently and in collaboration with remote support teams (DS, AI, software engineers).

● Tactical, Operational, and Strategic translator: Serves as the bridge between user feedback and senior leader guidance, ensuring that recommended readiness impact decisions, from the user to the decision maker, are informed by data driven insights via AI/ML applications such as historical analysis and forecast modeling.

● Customer Training: Serves as the primary coordinating conduit for user training, both onboarding, sustainment, and release training as the capability improves through sprints and version releases.

● Documentation and Reporting: Maintaining accurate records of service visits, repairs,

installations, and customer interactions, and generating reports as required.

Specific Responsibilities:

● Physical presence with customer not less than 3 out of every 5 work days.

● Respond to customer requests and inquiries promptly and professionally.

● Coordinate for any applicable diagnostic tests to identify the root cause of any technical

issues.

● Attend all invited meetings.

● Provide clear and concise training to customers on product usage and troubleshooting.

● Document all service activities, including time, resources used (including resources

coordinated via the Product Manager), and resolutions.

● Escalate complex issues to higher-level support or DS, AI, and engineering teams when

necessary.

● Maintain a high level of customer satisfaction through effective communication and

problem-solving.

● Maintain a professional appearance and demeanor at all times.

● Stay updated on the latest product information and technical developments.

● Submit Weekly, and Monthly reports to both the Solutions Leader and the Director of

Readiness which include (but are not limited to)

○ Weekly: Customer Feedback (pain points, satisfaction, excitement)

○ Weekly: AI Model Development. (Customer response to features)

○ Weekly: Product Deployment (Customer Feedback on User Interface, and User

Experience)

○ Weekly: Training Enablement (UI ease of use, and recommendations for

sprint-based improvements based on ease of training new users).

○ Monthly: Renewal (Monthly assessments for renewal, and recommendations to

mitigate risk of non-renewal)

Requirements:

• Bachelor's Degree
• Experience with Department of Defense (DoD) operations, procedures, and organizational structures
• Knowledge of tactical and operational military functions
• Proficient in knowledge management, MS Office, and executive communications
• Ability to work independently in an on-site support capacity
• Technical aptitude for learning and supporting advanced data analytics platforms
• Must have an active Secret Clearance with ability to obtain TS-SCI if needed