Field Service Client Administrator - NY

Job Purpose

The role of the Field Service Client Administrator (FSCA) – NY is to develop a trusted advisor relationship with facility staff members. The FSCA serves as the primary point of contact for managing day‑to‑day services and support needs of the assigned area, seeking to improve customer loyalty and satisfaction. Responsibilities include providing quality and timely customer service to correctional facility staff, Securus personnel, and partners, performing minor maintenance on kiosks, telecommunication equipment, and associated computer and networking hardware, and ensuring data integrity and proper system functionality of all Securus onsite products.

• Primary representative between on‑site facility personnel, Account Management and other Securus personnel.
• Research issues reported by agency staff to achieve resolution or escalation to the appropriate department.
• Assist, monitor, and issue escalations as needed with other internal departments.
• Communicate internally all client requests and issues to facilitate resolution.
• Open, address, resolve, and track tickets, and advise customers and Securus personnel of service‑affecting issues.
• Maintain partnership and regular communication with Account Management.
• Maintain a high level of client satisfaction through outstanding customer service and support.
• Attend onsite meetings as designated by facility leadership.
• Perform basic technical support functions (password resets, handouts, user setup, etc.) and basic product training as needed or requested by the customer.
• Travel to neighboring facilities within an assigned region, sometimes with minimal lead time, as a backup.
• Assist Tech Support in the maintenance of computer hardware, software, and other equipment by providing troubleshooting results.
• Perform kiosk maintenance (keyboard, USB replacement, camera adjustment, etc.).
• Oversee rollout of services for newly acquired clients to align both parties’ interests.
• Manage and maintain assigned company inventories and assets (tablets, accessories, tools, parts inventory, laptops, etc.).
• Distribute tablets and accessories to approved incarcerated individuals.
• Collect and track customer statistics and trends that may assist in determining future account behavior and opportunities.
• Understand systems, training, and support needs for assigned client base and refer them to the Account Manager and internal Customer Training as needed.
• Perform other duties as assigned.

• Excellent oral and written communication and presentation skills.
• Ability to communicate courteously and professionally with co‑workers and business contacts.
• Ability to develop ongoing rapport with clients and consumers, obtaining relevant information.
• Ability to work under pressure, meet deadlines, and handle rejection, conflicts, and negative feelings about products.
• Strong relationship‑management skills.
• Proven ability to manage multiple projects simultaneously with strict attention to detail.
• High degree of problem‑solving, conflict‑resolution, and negotiation skills for external and internal customers.
• Demonstrated ability to communicate, present, and influence effectively at all levels of the organization, including executive and C‑level.
• Must be able to work in a fast‑paced environment where resolution times are measured in hours.
• Strong data/information analysis and integration skills.
• Ability to manage time and information with minimal supervision.
• Excellent organizational and time‑management abilities.
• Ability to identify, prioritize, and respond to multiple conflicting tasks.
• Ability to quickly adapt to change.
• Flexible and enthusiastic to learn new skills and problem‑solving solutions.
• Use of small hand tools for kiosk and video‑visitation repairs.
• Ability to travel up to one week with two weeks’ notice.
• Proven ability to draft and execute strategic account plans.
• Must exhibit all the company’s cultural attributes.

• High School Diploma or GED equivalent.
• Reliable transportation with the ability to travel from facility to facility.
• No family incarcerated in any local correctional facility.
• Proficiency in Microsoft Office (Word, Excel,…