AED365 Program Specialist

Job Description

Job Description

Description:

Safe Life is one of the fastest-growing providers of AEDs and life-saving readiness programs, united by a clear mission: helping communities Prevent Heartbreak . We deliver more than products - we provide end-to-end programs that combine equipment, training, and compliance support to keep organizations rescue-ready.

GoRescue Brands, a Safe Life US company, is seeking a customer focused, fast paced, and reliable AED365 Program Specialist to join our growing team! This is a unique moment to join us. We’re scaling rapidly, investing in our people, and building a high-performing team focused on real impact. If you’re looking for work that challenges you and truly matters, you’ll find it here.

The AED365 Program Specialist serves as a primary point of support for AED365 customers, ensuring accurate program data, timely communication, and reliable coordination across accounts. This role helps customers maintain readiness and compliance while delivering a consistent, high-quality program experience aligned to our mission of preventing heartbreak.

Key Success Factors

Customer Focused . You respond promptly, communicate clearly, and support customers in maintaining readiness, helping them feel confident in their program.

Accountable & Reliable . You follow through on customer requests and program tasks accurately and on time, ensuring nothing is missed and communication is clear.

Detail Oriented & Process Driven . You maintain accurate system data and follow established processes to ensure consistency, compliance, and reliable program performance.

Organized & Responsive . You manage multiple accounts, requests, and priorities effectively, keeping work moving and ensuring timely support across the program.

Driven to make a difference . You are inspired to do your best every day not just because of what you do, but why you do it. You wake up every day thinking about your role in helping in achieving our shared goal of Preventing Heartbreak.

Key Tasks

• Serve as a primary support resource for AED365 customers, resellers, and users, responding to inquiries via phone, email, chat, and support tickets in a timely and professional manner.
• Support customer onboarding and ongoing program engagement by ensuring accounts, users, and devices are accurately set up and maintained within the AED365 system.
• Monitor AED readiness across accounts, including expiring or expired components, and proactively follow up with customers to support timely replacement and compliance.
• Assist customers with updates to users, devices, response plans, and system settings to ensure accurate and reliable program performance.
• Coordinate subscription updates, accessory replacements, and related account changes to support uninterrupted program service.
• Maintain accurate program data, including device status, user records, and account activity, ensuring consistency across systems.
• Support response plan coordination, EMS notifications, and applicable system entries (e.g., PulsePoint, REMSCO).
• Track and document customer interactions, support activity, and key program updates within company systems.
• Support inspection reminders, data cleanup, and reactivation of out-of-service AEDs to maintain program integrity.
• Coordinate logistics related to AED shipments, returns, and loaner equipment as needed to support customer needs.
• Assist with onboarding of new accounts, including nonprofit applications and initial system setup.
• Identify and communicate customer needs, trends, or issues to support continuous improvement of the AED365 program.
• Provide feedback on system functionality and opportunities to improve the customer experience.
• Participate in internal meetings, training sessions, and occasional events or conferences.
• Perform additional duties as necessary to achieve individual, department and company objectives.

Qualifications

• High school diploma or equivalent required; additional education preferred.
• Minimum of 1 year of experience supporting customer service, account coordination, or program support in a fast-paced environment.
• Proficiency with Microsoft Office and/or similar systems. Previous experience with cloud based platforms, CRM systems and data management tools preferred.
• Ability to identify issues, follow established processes, and support resolution.
• Basic knowledge of AEDs, safety programs, or medical preparedness is a plus.
• Strong written and verbal communication, organizational, and time management skills.
• Ability to adapt to organizational change, including evolving structures, processes, and priorities, with a constructive approach and positive, solution-oriented mindset
• Strong attention to detail and problem-solving ability.
• Self-motivated with ability to work independently while collaborating effectively with internal teams.
• Ability to build and maintain cooperative working relationships with customers and colleagues at all levels of the organization.
• A desire to continually learn and grow in your career.

Physical Requirements

• Ability to sit and work at a computer for extended periods.
• Ability to travel occasionally for training or events.