**This is an on-site position requiring attendance Monday through Friday from 7:30 a.m. to 4:00 p.m. The Program Manager may occasionally be required to remain onsite beyond normal working hours based on account or operational needs. On rare occasions, after-hours assistance may also be required for time-sensitive program needs, including inventory management, equipment preparation, cleaning bracelets/devices, or other operational requirements.**
The Program Manager (PM) is responsible for supporting a specific program, Pinellas County Sheriff’s Office, in the state of Florida, through providing technical support for SCRAM CAM and SCRAM Remote Breath and services including analysis of SCRAM data and by positioning SCRAM Systems as the industry leader in offender monitoring with local, state and federal markets.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
- Assist in the development, coordination and implementation of AMS customer support strategies with Senior Account Manager and Regional Sales Manager
- Gather input from SCRAM Systems / AMS teams so that critical areas or concerns can be addressed, and a follow up plan developed and clearly communicated to all parties including the Senior Account Manager
- Provide direct creative support to SCRAM Systems / AMS partners, agencies and prospects via the development of messaging, presentation support, strategic territory planning, and overall plans to deliver and service the program
- Review the SCRAM Systems Reporting Package with customers to reinforce the use of standard reports for improved court communications and program effectiveness
- Listen to customer concerns; develop plans and timelines for resolution and follow-up in timely manner.
- Identify new ideas and / or improvements to SCRAM Systems programs by noting common issues or concerns within customer base
- Work with customers in understanding current service cycles and equipment returns/replacements.
- Assist with the replacement of older product versions with new as technologies evolve and emerge.
- Effectively prepare equipment for use in assigned program
- Participate in internal and customer facing conference calls and webinars as appropriate
- Assist On Site Attenti staff with equipment inventory management
- Equipment delivery to adjacent satellite office defined by the customer
- Provide proactive customer outreaches and/or follow up to ensure customers are managing their programs and equipment effectively. Methods may include, but are not limited to onsite training, conference calls or webinars.
- Work with customers in understanding current operational protocols, including service cycles and equipment returns/replacements, upgrades/updates.
COURT SUPPORT
* Review court-testimony request process with customers to ensure initiation and purpose of the process is understood and responsibilities agreed upon; Coordinate with AMS Court Liaison as appropriate.
- Assist AMS with defining domestic and/or international court support requirements for cam and remote breath
- Court reporting
- Testimony levels
- Assist Customers in preparing Non-Compliance Reports and court reports for confirmed events resulting in formal court hearings.
- Provide evidentiary court support related to calibration for AMS on an as needed basis.
- Other duties as assigned by AMS managers or requested by Staff at Pinellas County Sheriff’s Office
Keyword: customer service, account management, client support
Required Experience:
QUALIFICATIONS
Education/Certification:
- Bachelor’s in Criminal Justice or related field, preferred
Required Knowledge:
- Knowledge of Corrections industry a plus
Experience:
- Two (2) years’ experience within the criminal justice system
- Experience working with courts, corrections, probation, law enforcement, electronic monitoring, or similar programs is a plus.
Skills / Abilities:
- Strong verbal and written communication skills, including excellent listening skills
- Ability to effectively prioritize and manage multiple priorities
- Excellent interpersonal skills with a 'can do' attitude
- Team player who performs well aligning team goals to activities with a win / win attitude
- Proficiency with Microsoft Office Tools like Word, Excel, PowerPoint
- This position requires approximately 15% travel,
- Must have a valid driver’s license and meet acceptable driver standards
- Must reside within the assigned territory or an adjacent county.
- Must be able to pass a criminal background check
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
From: SCRAM Systems